It looks as though they don't have a dedicated customer services office, but they do have a front of house person who is trying to assist in finding who can best deal with your complaint.
Have you responded to their question?
Absolutely. What's wrong with that response?
Surely all a customer service rep would do is liase with the relevant department once they know what the problem is. Which appears to be what they are trying to do.
Whilst I understand your frustration you will need to work with them if you want a prompt response.
