Sounds like it hasn't been provisioned correctly, Dealing with the Ninja's is a waste of time as the only thing they are good at is NOT been able to help.
As far as telling you at VF to contact to resolve this...... can't help you. Somewhere there will be a link to the website to make a complaint, suggest you go hunting for it, tell them what you want done, when you want it done by and if it isn't done take it further with the TDR.
