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Hello,
I submitted a support request regarding ISO20022 Credit payment (LT) on 31st May 2023, severity B.
Five days later I still have not received any further communication from Microsoft support team. I know that this is very unusual as I usually receive a reply in a few hours after submitting a request.
Has anyone else had similar experiences lately? And what could be done to escalate the issue?
Hi Egle,
If feel sorry for you that you have this experience. Did you receive a first email with the case ID? Are you able to check the status of the request? If you have an email with the case ID, you can reply to it and ask for an update.
Hi Andre,
Thank you for quick reply. That's the thing - I never got any emails with my support request number.
I can see on LCS that the request is open, but communication history tab is empty.
Would you recommend submitting the support request again?
Yes, I've had the same experience a number of times in the last 30 days. In some cases, I've had to re-submit the support request under a Premier ticket so it could be effectively escalated before I received a response. Some are speculating it's the result of layoffs . . .
I hope that you get feedback from Microsoft soon.
In a case that you have issue with ISO20022 Credit payment (LT), you can create a thread on this community also.
Hi Alizera,
Thank you for your support.
I contacted one of MS consultants from previous support request and he was able to help me out.
The issue with ISO20022 Credit Payment (LT) is definitely a but as it goes against SEPA rules, hence I don't think that forum community would be able to help me out with this.
Hi Frank,
Thank you for sharing your experience. I contacted MS consultant from previous support request and he assigned the ticket to a responsible Support Engineer from my region.
I was told that my support request was not routed correctly, hence the delay. I can only assume that this is the case with your requests as well.
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