Looking For Jerot

I am having trouble with my subscription to Apple TV+.

I spent a lot of time with 'Jerot,' who says they are a 'Senior Advisor' at Apple Support. Jerot has all the details of my problem and the steps we took together to resolve it. Jerot promised to discuss my problem with a systems engineer at Apple. They further promised to call me at 10am EST today, February 23, to discuss their progress. They never called, and I am unable to reach them because their email address - at least, the address they use with me - doesn't go to them directly. (It is acsupportcase@apple.com.) I have attached a copy of their email to me.

May I please be put in contact with Jerot, or with someone who can put me in contact with Jerot.