[Baffles]

If you were in contact with a senior escalations manager, I assume he left you contact info? I'd call him back and get the phone return issue straightened out.

I make this assumption because I had to deal with escalations over a fried Mogul after being told it was OOLed (a lie) and no longer being replaced. Escalations called and worked with me several times, and gave me a direct phone # + extension.