[mothered]

No the chat rep just looked at previous messages where they told me they only received rolls of tape and i said that's not possible, the previous said he will escalate this up the chain and then i messaged back in few days later and asked for an update the last rep to speak to me on chat, just looked over it and told me to call customer service.

just looked over it and told me to call customer service.

The upside Is that your claim Is still open, which gives opportunity for the SE to move forward and potentially succeed.

Comply with their request, by contacting customer service.