Too many companies have a culture where blame gets passed down and down until it reaches the lowest paid. These people are often dealing with customers on the front line and so get the blame for any operational mistakes or perceived poor service, even though often they don’t have the time, support or systems to deliver properly.
If you must complain, because a company has really done you wrong, then keep your complaint focused on the company and their policies or systems. You can even say “Advisor was really helpful but advised that they were unable to action my request because of policy [X].”
Similarly, you may often be asked to fill a survey in after contacting a company. Bear in mind these are often used to track employee performance. So if you’re angry because you had to wait an hour on hold and then the agent couldn’t help you, consider that agent may get a poor performance review or no pay rise because people mad at the company are taking it out on the survey at the end of the call. If you’re mad but the agent did their best, consider rating them highly but sending a separate specific complaint about what you were unhappy about.
Finally, don’t complain whilst angry. Take time to calm down first. Often anger and threats from customers spark panic from middle management which again comes down on their employees. The employees will bear the brunt of the manager having a bad day at work. Instead stay calm. Explain the problem. Explain what you would like to be done to fix it. Cite your rights. And remember the employee 🙂