How to get Exxon to research Mineral Deed?

Regarding Upton County Texas. Deceased Grandfather had standard Non-Participating Mineral Deed for the full Section of land. Exxon does not show my Grandfather as an owner on their pay deck for a Lease in the Section; however, a different Operator previously used the same Deed to validate ownership on one of their leases in the same Section. I submitted the Deed to Exxon Owner Relations several times, asking their Division Order Analyst to review. They don’t research the Deed. Instead they simply look at the pay deck, send me a generic email that he does not appear to be an owner, and close the Case. Is this a common practice? How do I get Exxon to actually review the Deed, and show me their documentation if they determine the Deed is invalid for some reason?