Support is Ignoring My Tickets!

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I am a paid customer and need help to release a domain lock on a domain that I own that was previously managed by a vendor. However, I submitted a support ticket on 12/4/2024 (ticket #01299643) and I did receive a reply with instructions on verifying my domain ownership via DNS which I did, and then replied, but then the support tech just ghosted me - I never heard back from him, despite several replies in the ticket. So I then submitted a new ticket on 12/18/2024 (#01299643), but never received a response, however, someone on the Cloudflare did merge the two tickets in My Cases in the support portal. I have since replied several times in the ticket, and still silence. This has been going on for a month now - is this a normal level of support that customers can expect?!

Hello,

I have escalated this case internally. The engineer will get back to you through ticket.

Thank you for your patience !

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Thank you very much. The engineer did just get back to me with an update, so I very much appreciate your assistance in moving this along.

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