I was in touch with Refinitiv by mail, case 08779993 (download pdf report for a case), I was invited to post a support request here.
Can you help me with the case?
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As you already have taken the right action to investigate the issue, and have a support case opened to investigate the matter (BTW, from my search, it appears to be case 08781287 and not what the question states, the support experts will take lead in the investigation, and lease with other internal Refinitiv groups if it will be required.
This forum is best suited for Refinitiv API general questions and discussions, and can be of most help on these.
Just in case, I have alerted the group to the case's progress, as well.
Thank you for raising your query.
Hope the issue has been attended by the support team. Please do let us know for further assistance.