Policy against providing a contact name?

Hello,
I have had some difficulty with getting service on a faulty optic that I shipped back to you guys. I have asked twice now for the name of whoever has been dealing with me over email and not gotten one. Do you guys have some sort of policy about being all 'secret squirrel', or was this just an oversight?

We have multiple people monitoring the same email, therefore it is easier for us to simply go by "commercial sales". Not sure why this needed a thread on the forums...