'I contacted an agent and they told me that they will escalate this as an urgent priority and get back to me.'
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I hate to have to tell you that this is a lie.
They just told you something that you wanted to hear to get you off the phone.
Simple Delivery isn't going to be 'escalated' as an 'urgent priority' for any single seller: it's for ALL private sellers, like it or lump it.......