Failed COX email account connection

I had this case and I provided all system info. The agent said he would personally follow through and get back to me, but I have heard nothing. How can I get Apple to follow up on this failed follow through. When I check on the case it comes back with "Here are the details" , but there is nothing. Apple mail is supposed to pull down emails from my three COX email accounts to all my devices (2 iMacs, 2 iPhones, 2 iPads) from the COX imap servers. That doesn't work; my wife gets some and I get some different and some we both receive, very sporadic. This case number was because I can't get to the COX email accounts for only one of my three accounts. The original case was when I was on Catalina; and continues in Big Sur.

[Edited by Moderator]