Why support keeps closing your ticket
First-line agents usually work from scripts, have narrow authority, and are measured on handle time and tickets closed. An open-ended complaint is the easiest kind to close with an apology, because nothing in it requires a decision.
So do not send an open-ended complaint. Send one that names a single fault, a single remedy and a date, which forces either a decision or an escalation.
Make the complaint hard to close
Five things turn a ticket into a decision:
- Put it in writing, even if you started on the phone. Email or chat transcript, never voice only.
- Reference every prior contact by date and ticket number. A history is what triggers escalation.
- Name one fault. Two problems in one message gets you an answer to the easier one.
- Name one remedy and a date. "Please confirm the refund by 26 March" is a decision; "please fix this" is not.
- Ask explicitly for the complaints procedure and the name of who owns your case.
Escalating without shouting
Ask once, politely and in writing, for the case to be escalated to a supervisor or a complaints team, and say why: the ticket has been open for X days across Y contacts. If nothing moves, go around the queue. A named manager, a head office address or a regulated-firm complaints line all bypass first-line support.
What does not work is repeating the same message with more capital letters. Volume resets the conversation with a new agent; a documented history escalates it.
When support has run out of moves
At some point you have exhausted a channel, and the honest signal is a closed ticket with no fix, or silence past a deadline you set. That is the point to file.
Filing on RDACTD moves the complaint out of the support queue entirely. It is free and anonymous, it lands as a case with a five-day clock rather than a ticket, and the transcript you have been building is exactly the attachment that makes it undeniable.