Frustrating Customer Experience

I need to know the problem statement of this internal case. I am unable to view it and I keep getting disconnected on when I ask agents to give me the problem statement and to make sure that it's going to the right team NET.

I have zero trust in the people that I have interacted with. They send out techs and do exactly what I ask the agents to do in the first place.

I need to know the content of this ticket