My latest response from the “ case manager” is below.
This is what we’re dealing with
Hi Jill,
This is Jorell again, I really do apologize if teh progress of our case is not as fast as you are expecting. The people that are helping us on this case are people from the higher team, unfortunately this team are not customer facing meaning they really need to coordinate with us to convey instructions or resolutions.
I am constantly sending follow up with them and right now I am yet to receive an update.
I will send one again right now.
We truly appreciate your impeccable patience on this.
Thank you