[mothered]

I did request proof of the signature, they wont send u anything they just send the copy paste text saying they cant do anything and its a final decision

Nonsense.

They're level 1 representatives who provide customer support on the lowest tier. Senior management are In a position to have the final say.

regarding the escalation, i was always told the decision came from the senior team

Once again, It's complete BS.

Claims do not Initiate on a senior level.

so i was not sure who to escalate it to. but once i contacted trough phone i believe a new one was started.

Good.

Keep us updated with all developments.