[mothered]

It was email unfortunately, but it's fine, I did get a few beforehand

You can still do the same.

Document one sentence/paragraph In completion and the other (sentence) cut off somewhere In the middle, therefore It'll be Interpreted as prematurely sent. When you email back (compose), the likely hood of getting the same representative twice Is not great. That aside, good to read you've already succeeded.

Interesting, I thought those cases were assigned to specific reps.

Specific reps doesn't mean you'll get the same rep.

If the email was generated through customer support (and not a dedicated representative's email address), any rep may respond.