I appreciate you sharing the case number of your concern. Let me guide you to the best available support that can further look into its details.
Since the Community space is a public forum, you'd want to set up a callback with our Customer Care team. One of the account specialists can securely look at your account and check the status of your case id.
Here's how to contact us:
Select Help (?) at the top right.
Click the Contact Us button.
Enter "Can I talk to a live person?" in the description box.
Hit Let's talk.
Choose how would you like to connect with us:
For more detailed information about the support we offer at Intuit and its availability, you can browse this article: Support hours and types.
I'd be delighted to know the result of your callback, feel free to leave a post below. I'm always happy to help. Have a great day and keep safe.