[mothered]

should I call again?

You have every right to repeatedly call them until they address your claim accordingly, rather than continuing to Ignore your questions and concerns.

I honestly am not sure if they will budge since I talked to three different reps last time, and one was “escalated.” Last time I asked for escalation they gave me the ceo’s email.

An escalation takes place Internally within the confines of the company, hence It's not your responsibility to chase up what they're employed to do.