Originally Posted by
corporate-wage-slave
What the contact centres can do is to reopen a closed case and ask Customer Relations to re-send their email. You can also do this via the Chat Bot, once you get through to a real agent, and via DM with the usual social media platforms.
Apparently not. Customer agent on chat said they cannot do it (sent me a link to follow). Agent on the phone is not authorised to reopen complaints, is not authorised/cannot find any previous correspondence, is "not authorised to request a transcript of the call" and is "not authorised" to see what the complaint resolution was.