Subject: New Reply Received - need escalation
From: Max <[email-masked]>
To: [email-masked]
Date: Wed, 15 Sep 2021 14:53:59 +0000

Hi Mayar nasser mahmoud,  The customer has responded to the ticket.  need escalation  Ticket comment <div>Dear sir, </div>
<div>Thank you for your email my apple email is [email-masked] i dont have any other apple account, so please credit the amount to th same email as you can see i have used for both previous the same mobile number 97339744778, i think this enough to identify that its the same person and there was something wrong with email. </div>
<div>Many thanks and waiting your reply <br><br><div dir="ltr">Sent from my iPhone</div>
<div dir="ltr">
<br><blockquote></blockquote>
</div>
</div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On 15 Sep 2021, at 3:25 PM, Max &lt;[email-masked]&gt; wrote:<br><br>
</div>
<blockquote><div dir="ltr"><div style="font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px">
	<div style="font-family:-apple-system, BlinkMacSystemFont, Segoe UI, Roboto, Helvetica Neue, Arial, sans-serif; font-size:14px"><div dir="ltr">
<div dir="ltr">Hi Narjes,</div>
<div><br></div>
<div dir="ltr">Thank you for reaching out to us over Chat.</div>
<div dir="ltr"><br></div>
<div dir="ltr">We have registered your complaint and forwarded it to our tech team at this time and your reference number for the complaint is: 3106153</div>
<div dir="ltr"><br></div>
<div dir="ltr">We have also checked and as we can see you have two accounts registered with us under the following email address:</div>
<div dir="ltr"><br></div>
<div dir="ltr">1. <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> - The recent order which was placed from this account was on July 15, 2021</div>
<div dir="ltr">2. <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> - The recent order placed from this account was on Aug 29, 2021 for which you have received the refund in your My Credits.</div>
<div dir="ltr"><br></div>
<div dir="ltr">Please note as we can see your account with us on MAX is registered under "[email-masked]" where the refund is done to your my credits,  this indicates that you may have used an apple account with your account with us on max as Apple has a feature where it encrypt your email address which means it hides your email address wherever you use it. <br><br>So also would advise you to please check on your apple account once and see which email is registered/used there. If you are able to find the correct email there then please try to login with that email address and if you are able to login then please do let us know. We will also update you once our tech team updates us on the same.</div>
<div dir="ltr"><br></div>
<div dir="ltr">We hope this clarifies and thank you for your patience. </div>
<div dir="ltr"><br></div>
<div dir="ltr">Your Friends,</div>
<div dir="ltr">The Support Team</div>
</div></div>

	

</div>
</div></blockquote>
</blockquote></div>  https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/3106153