Formal Escalation Request – All-In / Instant Ink – Case (edited)

[ScottT-Cleve]

I am requesting escalation of HP case "Please do not include the serial number or any sensitive information"to HP Customer Relations / Executive Customer Relations.
This issue involves both HP All-In and HP Instant Ink, and the separation between those two departments is preventing resolution.
I was paying for an HP All-In printing service. When I experienced problems with that service—including not having the necessary ink available—I had to use my previous HP Instant Ink printer as a backup. That resulted in an additional $26.27 Instant Ink charge.
HP Instant Ink reviewed the matter tonight and documented in case "Please do not include the serial number or any sensitive information"that problems with the All-In service resulted in my having to use the Instant Ink printer as a backup.
I asked that the matter be escalated to a supervisor or customer-service manager rather than requiring me to start over with another HP department. At 7:59 PM on September 17, the HP representative responded: “I’ll escalate this now as requested for further review.”
I then asked whether a supervisor would be joining the conversation or whether I should expect a later response. I received no answer. At 8:10 PM, HP instead emailed me that case "Please do not include the serial number or any sensitive information"had been closed. I did not request that it be closed, and the issue remains unresolved.
I am not asking to be sent back and forth between Instant Ink and All-In again. I am asking for an HP Customer Relations case manager with authority to review an issue involving both HP services.
My requested resolution is straightforward: reopen/escalate case "Please do not include the serial number or any sensitive information" and refund or credit the $26.27 charge that resulted from my having to use the backup HP printing service.
I have screenshots of the support conversation and the case-closure email and can provide them privately upon request.

[Animatryx]

Hello @ScottT-Cleve,

Thank you for reaching out to the HP Community. I understand your concern and want to ensure it is properly addressed.

We take these matters seriously and will help get this resolved. To allow me to investigate and escalate your case to the appropriate team, please send me a private message with the following details:

Private Message

First Name:
Last Name:
Serial Number:
Product ID:
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Full Address:
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Additionally, the case number provided appears to be invalid in our system. Please check your email for any other HP case number related to this issue and provide that number as well.