It's very common for companies to have an "executive support" organization entirely dedicated to dealing with customers who complain to executives. They often have power to do things and move pieces within different parts of the company in ways that nobody else does.

I had this experience with Charter Spectrum. Among other things, they kept threatening to send me to collections for not returning equipment which I was actively using to obtain their services, which I was paying for. I looked up the email addresses of a few executives in relevant departments and sent them an email explaining everything. I got a call from an "executive support agent" (or some similar title) the next day. It still took a couple weeks to resolve the problem, but it did get resolved, and they locked me in at a lower rate.

Sad that it's necessary, but hey, if it works, it works. Just be polite and ask for what you need.