Is there a phone number for Eurail customer service? I have tried the zen desk approach - received a couple of messages and a promise that they would investigate, but now no further contact.
Alternatively is there a way to escalate the complaint?
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There is no phone number. Requests are generally prioritised by travel date, so if you'\re travelling soon, do mention your travel date or start date of your trip to customer support.
You can also ask your question in this community, maybe people here can help.
You can always reply to the email that you got from Customer Support and ask what is happening to you request. I got very quick reply to a question the other day and I am not travelling.
As
Thanks, I have asked the question in the community, but the problem is something that only Eurail can fix… 
As your travel is in about 3 months time you can give Customer Support some time to help you.
Yes, unfortunately though the more time that elapses, the less likely that I get the seat reservations that I am hoping for…
Happily though I have just heard from Customer Support again, so I think all will be resolved in time. 
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