@JonpriL, you said "Handling your issue or concern is our top priority"

This is clearly not true, otherwise it would have been fixed month ago.

It must be hard to work for a company that forces you to lie to customers and especially hard for someone in a customer service role.  It's difficult to have pride in your work in this situation.

I really feel sorry for you and your coworkers.  I cannot imagine working for company that treats you like that.