Final decision
I didn't manage to fill a complaint online with CO. I then tried with DOT which worked perfectly. 2 days later I got an email from CO telling me how sorry they were and giving me a 100$ voucher. DOT must have transfered the complaint straight away.
I mentioned the EU regulation, but unfortunately it is not applicable in this case as CO is registered in the US.
So 100$ voucher is what I've got. It's still quite good.
Thanks a lot to you Jimworcs for your advice!
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