Hello Tobi1,
Welcome to the community!
It's possible they referred you to the forum so you could share your experiences with the community. However, if you would like to file a complaint, you would need to escalate your issue with customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
You should note that you will only be referred to the Office of President or Ombudsman once the proper escalation process had already been exhausted (see here). You might also refer here for steps to Resolve a Concern.
Hope this helps 😀
Cheers
