Here is how to escalate your case:

1. Go to the Resolution Centre
2. Find the item in question and click on "See case details" link
3. On the next page, click on "Escalate this case" link and continue to escalate it
4. Or, you can click on the "Add a message" link
5. On the next page, you have to click on the "Escalate the case to Customer Support" and fill in the necessary information
6. Click the "Submit" button