They have an extremely befuddled VP of Customer Care who is clueless about contact center management. And worse, their senior management doesn't want to hear from industry professionals who know how to fix their problem. See this post for similar concerns: Awful customer support: 670g frustration
Call their HQ and demand to speak with Hooman Hakami, Executive Vice President and President, Diabetes. He came from GE Medical/Healthcare. I was on the Quality Board of Philips Medical at the same time he was in control of GE Healthcare Europe.
You will be shuttled to a complaints group, but considered as an escalated complainant, and hopefully get the attention you need. Call (763) 514-4000, not the toll free number - you will receive a higher routing level if you call the direct./local number. Make sure not to allow them to shuttle you to "customer service, customer relations, etc." Ask specifically for the administrative assistant for Hooman Hakami. Be aggressive, don't worry about hurting feelings, just be nice to the person you speak with, but demand to be connected to his admin assistant.