Try being overly polite and thankful. If you seem pleasant, thank even the lower people on the totem pole for listening, giving advice or just being pleasant about the situation they will be more inclined to advance your complaint.
You may want to make these calls when you can sit, take notes and wait on hold. Avoid calling when you are on the road or have something pending. You may get connected to management as you are running into a meeting or dropping the call.
