there are two things you could do you should be getting in each support email information about the person's manager and their contacts. this is the case with

there are two things you could do you should be getting in each support email information about the person's manager and their contacts. this is the case with Azure support. if you do have an Azure support email then try contacting the manager of that person who emailed you even if the case isn't related. admittedly I do have worse experience with office 365 support but azure support is extremely helpful and also help you connect with the correct person within office 365.