What should I do next?

So 2 weeks ago on the 22nd, I had to schedule a flight through Southwest to come home due to the IT outage (it was supposed to fly out on the 20th). I had seen that Delta expanded their reimbursement policy to cover tickets from another airline and submitted my request. However, on the 29th, they closed the case with no update or email sent, and when I chatted with a rep, they said to submit another form, to which I did. Still haven’t heard back or gotten an update; does it take this long and is there any way to contact them? The rep said there is no way to contact them except to request a call back, but on the form, you can only submit your ticket info and pictures of your receipts. I’m just lost on what I can even do next.