Customer service · Arthur translates
What does “we have escalated your case” mean?
“Upstairs is a direction, not an outcome.” — Arthur
Original
“We have escalated your case to the appropriate department.”
Plain English
“A senior support agent will review your case and contact you by Wednesday.”
What the wording leaves out
It usually means the issue has been passed to another person or team. It does not necessarily mean it has been resolved.
What to check
Ask what the new team is reviewing, whether you need to send anything else and when they will reply.
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