Cases being closed frustation

Why are some cases being closed due to "customer no response" when I have been responding via email and/or waiting for updates from the support staff. This is extremely frustrating when I am assuming a case is being worked on only to receive an email saying it was closed due to no response.

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This has been happening since we signed on with RC. It's inherit in their system/culture. We found having a direct connection to your account rep helps when you want to force choke someone.

What I love is them calling on the weekend, and giving that same excuse... 'oh we tried to contact you at 3am - you never answered. closing the case...'

Good luck.

Hello Susan, I noticed that there are a few cases on your account. Could you kindly provide me with the case number(s) so that I can look into them and assist you further? Thank you.

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