I recently received a broken item. When trying to open a return request, I received a message saying: “Your claim activity has increased. We’re reviewing your recent claim activity to make sure it follows our policies.” and was unable to open a request even though this was a genuine request (along with all previous requests).

I ended up going round in circles with the ai chatbot when it kept telling me to open a request, which I couldn’t do.

i was eventually able to arrange a callback, but the person I spoke to was very unhelpful. After explaining the issue, they said that as it was delivered to a collection point I shouldn’t have accepted it, but I explained that I couldn’t tell it was broken before opening it, and this wasn’t the reason I couldn’t open a request, so what they said was not correct. 

I asked to speak to their manager, and before doing this i asked for their name (as I didn’t catch this at the start of the call), but they refused to give this and said it would be on the call. 

After being on hold for around 10 minutes they came back saying they couldn't transfer me and talked over me and hung up on me. 

Is there anything I can do to resolve the issue with the broken item, and to ensure this rude and unprofessional member of staff is dealt with appropriately?