May I know what issue you're having? Any additional information will be much appreciated. This will help me make sure I can provide the best resolution.
As much as I would love to connect you to the previous person you spoke with, I am unable to do it here in the Community without asking for account details. I don't want them to be displayed here for security purposes.
That said, I highly suggest contacting our Phone Support team again. They have tools that can pull up your account and check the case notes and assist you further.