Good afternoon Fraserm.
Sorry for the trouble you are having.
A few things you can do.
1. Ask the tech you are working with to speak to a supervisor.
2. If tech is unresponsive call hotline and ask for a supervisor.
3. Contact acct team for assistance (seems to be something you tried).
What is the issue you are working on do you have a TR number? I will help push it along.
CommVault Messaging Support