Your nailed it. They don't care. Yes, they do it because we're the friends and families of inmates, so that has to be what helps them get to sleep at night. This cause keeps me up at night, literally. I think of all of the people who are being negatively impacted by this and it makes me sick.
I am making baby steps acquiring info, reaching out to prison advocates, and devising "outside of the box" ways to force change. It's time we channel that energy we have and collectively turn the magnifying glass on the government agencies who are supposed to protect us and hold them accountable. They are sitting on what I can only imagine are miles of consumer complaints.
In regards to the company specifically, I actually cried talking to them once. They are rude and your best course of action is to call them and ask for their fax number. Don't engage them in conversation if they start asking questions. Just demand the fax number. Put your complaint in writing, sign it, and fax it to them. This is how I resolved my issue. Trying to resolve the issue over the phone with them is not like calling AT&T, so don't bother. Be sure to keep the fax for your records.
I wish you the best and just know you are not alone.