As in many many cases with said company on here, they were indeed contacted privately.
The only reason this has continued is because GB's responses, and their responses via proxy,
have only exacerbated the situation - as they were designed to minimise, discredit and attack.
The company concerned should conduct it's affairs with 'decency and respect', and actually respond to issues when they arise - as opposed to completely ignoring them, then sending in third parties to discredit anyone who has an issue.