I had a very similar experience with Google trying to get them to change a single Japanese character in my bank account name. This was about 14 years ago. I got emails from various different people at the company at that time. The repetitive copy and paste emails, the strong feeling that the other person is not actually reading your messages properly before selecting what to reply from some kind of drop-down menu, the notion that solving the problem would be much easier for them than sending all these copy-paste emails, and the uncanny feeling that you can't work out whether the person at the other end is a robot very much remind me of my experiences at that time. I think the most irritating thing was when one of the various "penpals" twice sent me a message telling me that the problem had been resolved, complete with an exclamation mark, even though it clearly had not only not been resolved but they hadn't taken any actions at all, even as far as actually reading my message.