Blah! Idiots....Sorry to hear they screwed up your first request despite the fact that your husband went to the office and formally requested re-scheduling in person. They would fix the issue but I am afraid your husband would need to make another infopass. I wouldn't try to fix the issue by mail. Tell him to bring the tickets/trip itineraries again and also the proof of your first request. Keep us posted how it goes.
Well, personally I wouldn't ask for an L2 if I had a simple policy question or needed basic information...but for deeper info pertaining to my case? Yes.
Sometimes the customer service reps give attitude when you ask to speak to an L2 (maybe they get disciplined somehow if they pass too many calls to them daily or something like that) and refuse to transfer you, but as long as you keep polite about it and press on it, they will eventually.
If not, hang up, and call back to request the transfer from someone else. Considering you've had this mess over your interview scheduling, I'm sure they will pass you onto an L2 to confirm if you are in-line.
