I don't know if it helps your situation immediately, but I have
received back an email from the CEO at XM who agreed this problem
should not have persisted, and committed to follow up on it at once.
I also noticed he had forwarded my email to several other people.

My guess is they'll make every effort to build a fire under those who
are dragging their feet. It is highly unusual for this company to
have allowed a problem like this to persist, but your's isn't an
isolated incident.

Hopefully, this will help.