> I can only assume their refusal was because there were comments in the internal notes (on my or other tickets) they weren't comfortable disclosing. more like

> I can only assume their refusal was because there were comments in the internal notes (on my or other tickets) they weren't comfortable disclosing. more likely just following an established policy that applies to all such information, to take personal judgement out of the equation. almost certainly absolutely nothing to do with your “file” in particular.