Yes I have, and no it does not help. Always apologize and tell them it’s the situation, not them, that you are upset with.
I’ve done that job before and most likely they would help you if they could, but the company won’t train them or make any solutions available because it costs money. Your impression that they don’t know what they’re talking about is probably accurate.
Your best bet is to keep escalating to a higher department (“manager”, “office of the president”).