I have had Case ID:[edited] open for a week now and no one can give me an update. After 84 minutes on hold, my call was disconnected. Aren't we supposed to have NEXT BUSINESS DAY on site response?
When I chat, they tell me I have to call. When I call, they don't have any updates and just say that I'll get a call. When I press them, they put me on hold until the phone system hangs up on me.
How does one escalate cases? Is there no one looking at SLAs and getting alerts that my ticket has been "Pending call back – The customer is expecting a call back regarding this case" for multiple days? I update the case and never a reply.
I see other examples of people asking for escalation, but I don't see the process or contacts identified.