Originally Posted by corporate-wage-slave

The case should remain open, but if someone sends in a followup complaint then all the complaints end up being closed. Part of the problem is that some people are sending in near daily chase up web messages, so it's not unusual for 40 or 50 complaints to be clogging up the system for one typically trivial issue.

Unfortunately he current backlog for complaints is up to 6 months, so I think your expectations here are both reasonable but unrealistic. The longer and more complex the complaint, the slower the reply, and because you have about 6 complaints here, and presumably no status, then I imagine you will be waiting some time yet. You can send a DM via Twitter to get the Social Media team to check whether you have at least one open complaint. They can't progress the complaint but they can check you have one complaint in the system.