That's a good question. I get the impression the system is fairly opaque even to the people working there. I was told it was "resolved" and had my ticket closed a bunch of times, only to have another 30+ copyright violation emails the next time someone uploaded a batch of files from MacOS.
If the person who finally managed to figure it out ends to reading this, thanks for the resolution :)
If the person who finally managed to figure it out ends to reading this, thanks for the resolution :)