I am looking assistance in having an advanced resolution incident assigned to another resource.

During a phone call, the assigned 'advanced resolution' support agent became verbally aggressive with me which I immediately identified the behavior was unacceptable.

I've requested that my case be escalated to a leader to review the agents conduct and reassigned to a new resource to assist. I have also indicated both verbally and in writing that I do not feel comfortable having either verbal or written interaction with this agent on a go forward basis.

Despite this request, I am incredibly disappointed to see continued email from this same agent, outside of their identified working hours and consider this to now be purposeful harassment.

I have an active support case that remains open and unresolved.
How can I reach the appropriate parties to have my case removed from this agent and move my request forward?