I had the same problem with Broadbandoffers.com
Here is what I found.
Customer service representative's supervisor's name is Kate and her company's ID # is 8365
The other person I talked to was Dorce, and her company's ID # is 7009
I requested them to provide both family name and first name so I can identify who I was talking to. They said they can't provide family name because of security reason, but Kate is very popular name so I told her you never know how mane kate are working there, and they mentioned there are only 8 people working as cutomer representative)
I dont know how much this info helps you, but this is all what i got.
I asked Kate that how she thinks that a lot people complaining their rip off service, and she said the company is aware of there are people complaining about the process, but people who are satisfied with their service never write good things online, so they think it's not a problem at all. So i asked her again that that's because the process they have is very confusing for most of their customer, so that's causing a lot of problems, then her response was all required info is described on "terms and conditions." which you need to read through before you purchase their modem. So I asked her again that does she read terms and conditions every time she downloads software updates etc and she said Yes. Poor girl...