Hi. I have an open ticket that has been running for over 3 weeks. The agent keeps sending to the back room but then forwards instructions to me that I think are intended for him. I have asked him 3 times to escalate my issue because I have no confidence in his ability but he simply ignores this request. How can I escalate myself please?
I agree with Linus, if there is an option within the correspondence to speak with someone else higher up, that's worth a go. Ideally, you want to talk to someone on the phone, so you can impress on them that this needs resolution or at least so you can understand better what's going on.
Opening up further tickets, if possible, you shouldn't have to do, but where I used to work, they'd open multiple tickets if an issue wasn't being looked at, as sometimes a ticket would not go any further.