So you could potentially send an email or get someone to phone them up for you, but you just want them to provide you with the exact option that you want? I think sometimes we have to try to meet people/companies half-way. Seems like you're more interested in picking holes in the companies system than just getting your complaint dealt with (without knowing the exact details). Maybe they're just understaffed or something like most companies at the moment so can only provide so many contact options. But yeah, it's your life, just do what you want.