Conversation Between Verenbaen and kuimo

hi Verenbaen, Is Eirene here may you pls check this Ticket ID #211115

i have got an Email
" Please be informed that we will escalate your concern to the proper department.
Please wait until you receive an update regarding on your claim."
idk what is this mean because the first ticket i have sent GM was make for me direct without the proper department......

Thank you