[mothered]

Small update
Has been “escalated to their back team” and are supposed to email me within 7-10 business days. I’ll definitely wait on using the item till I hear back.

I asked if something can be done now, he insisted I need to wait.
Will update when I hear back!

Yes, you need to wait for the escalation team to complete their assessment.

If you don't hear back, contact them and ask where your claim stands.