No one is responding to my support ticket I need urgent HELP!

Dear Sir/Madam,

I am writing to escalate a serious issue that is severely affecting my business operations. I am a UK-based business owner running a recruitment company. I have been with Microsoft since 2019, and recently resumed full control of my business after previous management misused my email accounts, domains, and contact lists.

After rebranding and setting up new domains, websites, phone lines, and banking details, I began testing email functionality. Emails sent to Gmail and other company accounts were delivered correctly; however, messages to [Outlook.com] accounts consistently landed in the junk folder. I submitted a support ticket (#2508210050003468) on 22nd August. The representative initially assured me that the issue was fully resolved and would be fixed within 1–2 hours. After waiting 14 hours with no resolution, I followed up by email, but received no response for over 24 hours despite several further follow-ups. The representative eventually replied the next day, suggesting the problem might be related to my MX records with my domain provider. I contacted my provider, who confirmed there were no issues on their end.

The representative then requested my availability, which I provided, stating that I was available immediately as I needed this issue resolved urgently. After sending a follow-up email the next day to note that he had not called as agreed, he asked for my availability again. Assuming he may have been busy the first time, I provided it once more, suggesting a time within his working hours based on his email signature. Since then, I have received complete silence. Despite CC’ing his manager in my emails, neither he nor his manager has reached out.

I decided to open a second ticket (#2508220050000630). The initial call took place, and I was told that the matter would be investigated, but I never heard back. I sent a follow-up email, and the representative responded that it was still under investigation. When she finally called, she hung up mid-call. I emailed her to explain that the line had cut off and asked for a callback, but received no response. She later emailed requesting my availability again, which I provided, noting that I had literally just been on the phone with her. I even offered availability for the following day, but given the repeated failures to follow up, I do not expect this to be actioned. But for your record the lady asked for my avlbility tomorrow and I said between 2:00 AM to 11:00 AM EST which is in her working hours.

During this period, due to the lack of support, I attempted to resolve the issue myself. Based on online guidance, I “warmed up” our new email accounts by sending messages to colleagues, friends, and family. When we ran out of personal contacts, we created a few [Outlook.com] accounts to continue testing and marked messages as “not junk.”

Unfortunately, this seems to have worsened the situation. It appears Microsoft now perceives these actions as suspicious, possibly due to the short emails, sending to personal accounts, or creation of multiple [Outlook.com] accounts. The problem has now escalated: legitimate Microsoft accounts are either flagging our emails as spam or rejecting them entirely.

An analysis via MXToolbox shows:

X-Microsoft-Antispam: Message flagged as junk despite BCL:0 (very low complaint rate)

This confirms that our emails are legitimate, authenticated, and not fraudulent. The failure appears to be entirely due to Microsoft’s internal spam filtering (SFS/ARA codes), exacerbated by the lack of effective support.

This ongoing issue is severely impacting my business, which relies heavily on email communication. I have made repeated attempts to resolve this through support channels but have received no effective assistance. I urgently request that this matter be escalated to a senior support agent or management to ensure a prompt resolution as im litrally losing the will. Can anyone give me support on this as I'm at a hold and all my follows to support are not getting any response and I can't even put in another ticket, for some reason the support section gives me a number to call but when I call it's invalid. I tried to phone a number I found online but then that says if I'm a 365 user I have to use the ticket solutions so I'm just getting thrown around like a long pong can anyone help with this urgent matter?