Retirement tax questions

Being a glutton for punishment, I spent another hour to get to another second level support rep. First she wanted me to explain the whole problem again from scratch, as she didn't seem to have access to the notes from the first support rep, which took at least 20 minutes to create, nor did she seem to have access to this forum like the first support rep did. Eventually, she told me that the case being closed only means that the first support rep was done with her part of the case, and that the case has been forwarded to someone else for action. Whether this is really true or not, I guess time will tell. Unfortunately, there is apparently no way to get back in touch with the first support rep for any follow up questions.

In any event, they shouldn't be sending out an email saying the case is closed with no explanation about what this really means.