How Do I Complain to the Highest-Level re. iTunes Debacle?

Question

I've had the single-worst customer service experience I've ever had with an online retailer when I tried to buy 3 iTunes email gift certificates on Xmas Day, and I want to send the story of this nightmare to someone who might actually care or do something about it.
I'll post the story that I sent to the Level 2 support supervisor below, but she ended up doing nothing to fix my problems & then refunded my purchase instead of trying to fix the problem.  I want to complain about her & the service in general...who do I go to?
Here's the note I sent the supervisor on 12/29:
Here's the deal:  On Christmas day, I wanted to purchase three $20 email gift certificates from iTunes.  They were for three separate people, but all were being sent to the same email address:t
At first I tried to pay via PayPal, but that did not work; I did everything properly...got sent to PayPal's site, authorized the payment, and PayPal says "You have successfully created a billing agreement".  But then when you hit the "Return to iTunes Store" button, a "Launch Application" window pops up that says "This link needs to be open with an application"  Then the white part of the box says "iTunes, there's a "Choose an Application:Select" button.  At the bottom of this box, there's a checkmark box that says "Remember my choice for itmss links".
I choose 'iTunes' in the 'select' box, and then it opens a new iTunes page.  But when I check the 'Account' options, it shows "No Credit Card Selected"...it did not recognize my selection of PayPal, it did not recognize PayPal's APPROVAL of my selection to use them for my iTunes purchases.
This exact thing happened back in November, I worked with many iTunes techs, and I thought it was resolved...but apparently it wasn't.
Anyhow, back to Christmas day...I went ahead and bought two of the certificates using my debit card.  They went well, but then when I went to purchase the third card, a box popped up & said "You cannot make any more iTunes purchases.  Please check back later".  That's right, you were telling me NOT TO BUY ANYTHING ELSE, even though the debit card was fine.  So I changed the credit card info to another card, and I was able to purchase the final certificate.
But I noticed I didn't get any receipts in my email...I figure it was a busy day, it'll just take a while.  About 6 hours later, when talking to the recipients' father, I told them I sent the certificates, but they checked, and nothing had arrived.  I came home, & opened the transactions & hit "Report a Problem", then went to bed.
The next day, Monday, I noticed that the receipts finally arrived in my inbox.  So I figured this meant that the cards were sent to the recipients as well.  I was so certain of this that I didn't check with the recipients until Tuesday, and they said they had not received anything.
Now it's Wednesday, and I get the follow-up email from Raffi in your customer service department, and he sent me some 'canned' crap about " This can happen if the recipient's email address was typed incorrectly, or if the Gift Certificate email was deleted or filtered as junk email."  I'm not a moron; I entered that email address correctly over a dozen times, and the recipients aren't morons; they know how to check the spam filter, and they're LONG TIME Apple customers who deal w/iTunes all the time. 
He also told me how to 'Resend' the certificates using the 'resend' button when you pull up the transactions in iTunes 'Account' info.  But when I tried to resend them, I got a message that says "Your request is temporarily unable to proceed.  Please try again later".  That message STILL comes up, over 24 hours later.
After that happened yesterday, I went ballistic & contacted Apple via the phone, which escalated to you.  The supervisor I talked to said there was a 'block' placed on my account preventing PayPal payments...but that didn't really address the other issues.  The issues are:
Why am I prevented from buying things with PayPal. 
Why was I prevented from buying the 3rd certificate on Xmas day?
Why am I unable to resend the certificates...it appears I'm 'blocked' on this, too.
Why haven't these certificates been delivered?
I'm REALLY furious over all this.  I thought Apple was supposed to be the best (we're new customers, buying our first product in November, an iPod Touch)...but I've had nothing but problems.  Not from the product, but from trying to SPEND MONEY WITH YOU!!!
I want answers.  I want YOU to send official, Apple-branded email gift certificates to the recipients.  I do NOT want to send them an email from me with the redemption codes, which show up in the transactions when you pull them up in 'Purchase History' in the 'Account' screen in iTunes.
Here are the receipt & order numbers for the transactions:

Answer 1

Sorry to hear about all of your problems but this is a user-to-user discussion area and not Apple employees.
You might want to contact someone here:
http://www.apple.com/contact