I wouldn't go down that route yet since from what you said a lot of this has to do with their mishandling of the account. I'd take the angle that it was their mistake, you understand that mistakes happen but would like your late fees and negative info reported to the bureaus removed since it wasn't your fault. If you try that a couple of times and don't find success then perhaps going at it from a different direction would be worthwhile.
I'd suggest starting by sending the letter directly to the CEO; hopefully it will make it into the right hands.
