Who did you call, since your post implies that it wasn't Apple? The only way to compound an issue with Apple Support is to call Apple Support. Call Apple and ask to speak to a manager or supervisor. No company hires shift and department managers for health and wellness. They are there to manage the escalation of problems.
How can I escalate a support issue? You need to contact Apple support through the contact link in the upper right corner of all the web pages of these Apple support communities.
