To escalate, you need to have a better idea of the issues to know who to escalate to. Plus this is turning into a personal issue (quitting) so a forum isn't app

To escalate, you need to have a better idea of the issues to know who to escalate to. Plus this is turning into a personal issue (quitting) so a forum isn't appropriate for that part. Asking to talk on the phone is a perfectly reasonable, appropriate, and sensitive way to find out more and figure out how to most helpfully address things. A phone call is the first step in escalation. I honestly don't understand your negative read here. Things don't get 100% addressed immediately in a single exchange. Communication is a back and forth process and this is an entirely appropriate initial response from a customer service manager.