Any service employee acting in a way that does not favor the customer does so because it is their job to do exactly that. You do not report the employee, you take it higher up. The problem is never the employee. The problem is never caused by the employee. The problem is the policy that was created by some director at the company, that the employee is just following like a robot because that is their job. The employee has never heard of that director and not even their superiors have heard of them or know who they are. You could have contacted customer service and gotten credit for it. The service employee is powerless. You can even report the company itself but never the employee because they are just robots.