Being very persistent and calm can go a long way when dealing with organizations in person: most customers, when confronted with a negative answer from a company representative will become irritated, frustrated and will want to terminate the exchange threatening to escalate to some higher authority, a boss (that is rarely available), the courts etc. It's a negative emotional state that most people want to stop.<p>What you need to do in those circumstance is realize that you still have immense bargaining power with the specific individual, that can, according to company polices present you with a negative answer that is profitable to the company, but in all other respects is severely limited and must behave in a courteous and professional way. You need to reflect that back to them, and repeat your claims ad nausea, bringing more arguments and repeating your point of view with the utmost calm, as if nothing they say is relevant to your problem. Verbally, you state your claims and non-verbally you deliver the message that "I can do this all day and will not leave until you drag me out with security, making a scene". You do not move away from the counter and/or follow the employee calmly, non-threatening continuing to repeat your claims.<p>The frustration will build up even in the most seasoned customers representatives. All of a sudden, you are no longer the company's problem - a lost or dissatisfied customer; you are THEIR personal problem, a persistent client that demands their rights and stops them from engaging with other customers. Should they make a scene and become rude or verbally or physically abusive, it's their job on the line, for failing to properly handle a demanding client; but if they continue being calm and professional with you, they are failing to do their job and serve other customers. Many representatives will cave under this pressure, if what you are demanding is in their purview, or, a the very least, be very happy to rid themselves from you by producing an actual manager with the power to solve your claim (that would very rarely be disturbed otherwise).<p>I have successfully used this method to negotiate out of unscrupulous baggage fees at the airport, obtain discounts at advertised prices instead of the "fine print prices" etc. It's a time-money tradeoff, as was this one here. The method is less efective over the phone where the representative has the power to terminate a call. In this case here one company official made a serious mistake by stating in writing something contrary to official company policies. You will usually not be that lucky in email exchanges with an unscrupulous company.