Not so Easy™ to get hold of a human when there are errors with your account

I was wrongly charged a Thrive fee for months on my fully maxed-out TFSA (which shouldn't happen according to their own documentation). I logged a support ticket, got an auto-generated FAQ that didn’t answer my question, rep**** to say so… and they simply auto-closed the ticket a few days later without a single human response and without a resolution to my issue. They don't seem to reply here either so I'm really not sure what you're supposed to do if you have a legitimate query - time to transfer out