And now we know why....
SW somehow didn't create a file number for our claim so that's why it wasn't being handled. Out of all the nice phone agents, today I spoke with someone who took his time to research and get me answers. Now, we have to start over and submit an entirely new claim. It's only taken over a month to uncover what happened. So, to those who think patience is the way to go - maybe rethink your philosophy. Had we relied on patience any longer, we would still assume our "escalated" issue was being handled behind the scenes when it hasn't been in front of anyone in all this time.
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