How to Get a New Account Rep?

After calling sales 2 days ago, and being assured I'd be in touch with someone and posting here, my account rep did reach out to me.  Not about the email I sent requesting a new order a week and half ago, but about my complaint.  I told him I wanted a different rep. 

His manager has now let me know that he is one of the best they have on the team and that together they will work to meet a 24-36 hour response time.  

Why do I have to complain and raise a fuss over this to get a 24-36 hour response time.  Shouldn't that be a normal response time to a customer wanting to place an order?

What sort of response times does everyone else have from their account reps at Zoom?

We've been having multiple issues with our account lately. The latest one is that we were automatically charged $5,700 on our credit card by mistake. After following up multiple times with our customer success rep, he replied saying that the charge was meant for another account and that he needed confirmation by me and the other account's owner to "transfer the payment". I replied saying the payment should not be transferred and that we should be refunded asap without the need of any confirmation from a separate account owner. I've reached out to our account rep multiple times since, and I have not heard back for weeks. Zoom has retained the erroneous charge for over a month now.

We need a new account rep asap.