Sears facebook and public relations officers - patronizing and unaccountable

If you read my earlier post with respect to my Sears Credit Card experience, the story has devolved. I posted my experience on the sears facebook page. I was apprised by the sears wallpost PR gatekeeper that he was sorry for my unfortunate experience and provided me a contact email of a social media senior case manager and they would help me out.  I proceeded with the process all the while thinking, shouldn't this guy start the process and have someone get back to me?

Nonetheless, I emailed once and called twice and finally I received a response.
Here are the email transcripts:

Sears Social Media Customer Service	10 Oct (11 days ago)
to ROB

Mr. Balla,

My name is Nadia M.  I am a Senior Case Manager for the Sears Executive Offices.  I am trying to reach you in regard to your credit concerns.  We appreciate you taking the time to address your concerns. Please be assured that we understand your frustration, and sincerely apologize for any inconvenience you may have experienced.I would like to assist you and have built case number 1803779 in regards to your concerns. Please contact me at your earliest convenience by simply responding to this email or calling me at your convenience at toll free 888-266-4043 extension 52 so we can discuss your concerns.  I look forward to speaking with you soon.We value your relationship and hope that you will continue to make Sears Holdings Corporation your choice for quality and value.

Nadia M.

Social Media Case Manager
Sears Holdings Corporation
Phone: (888) 266-4043 Ext #52
Toll Free: (800) 995-2139
Email: smsupport@searshc.com
Schedule: Tuesday–Saturday 8:30am- 5:30pm (CST)

Rob Balla	11 Oct (10 days ago)
to smsupport

Hi Nadia

Left you a message on your vm....I hope we can connect soon to resolve this issue. Cell: XXXXXXX

Thanks

Sears Social Media Customer Service	15 Oct (6 days ago)
to rob

Mr. Balla,

Thank you for your reply. With credit concerns the only assistance I can provide is to contact CITI bank who handles all credit issues. In order to do this for you I need your complete address and the phone number used when the line of credit was opened if it is not the same as the number you have provided. Thank you for your time.

Nadia M.

>> Sent: 10/11/2013 12:09
>>
>>

Rob Balla	16 Oct (5 days ago)
to smsupport

Address XXXXXXXXXXXXX

I'm not sure on the exact date, but I believe the acct was opened in the fall of 2011 or spring of 2012?

Sears Social Media Customer Service	16 Oct (5 days ago)
to rob

Mr. Balla,

Thank you for the information you have provided. I am located in the states, this being said you would need to contact my Sears Canadian team for further assistance. The phone number for Sears Canada is 888-473-2772. Thank you for your time.


Still...to this date, there has been no further communication, resolution or accountability on the part of sears...