Requests to Verizon support are ignored

[pfj-admin]

I wish to contact Verizon support regarding an issue with the DNS PTR
record for my static IP address. I have logged in to my Verizon small
business account and followed the support and "contact us" links to a page
where I can enter a description of the issue, and request a response
via email to my email address. The page accepts my request, and responds
with a window that says I will be contacted regarding my issue within
2 business days. However, no one ever contacts me. I have tried this
twice now, most recently on December 26. What do I have to do to get
assistance with my PTR issue?

[LawrenceC]

Hi pfj-admin,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.