Originally Posted by
desiman
Thanks. To clarify it is just one case and the case is now closed. I haven't set up another case, I just followed up using the original single case number. If the Case is closed though, presumably that means it's been "attended" to and deemed not worthy of further action, correct? So waiting won't yield a further reply?
I don't know, hence I would suggest the social media team or the Chat bot (Talk to Agent) to check you have at least one complaint active. There is sometimes a delay where the complaint has been answered but has been sent off to a supervisor for review. The agent has thus correctly closed the complaint but it takes a few days - maximum a week - before you receive the answer. You can also call the engagement centre to check this but there has been so much bad weather lately I would suggest you wait until things are quiet before calling.