How to get staff to see a case?

Hi, I've had a (major) issue that there seems to be 2 accounts linked to my single email address login, when December started, I couldn't log in like I used to, either using Ubisoft login mail or facebook link in that page to log in. I have to click the facebook link on the 'front page' or else it logs in (using same email address for either login) to a different 'New Settler' account. If I click the Shop login from in game, I get an error saying I need to log in using my Ubisoft account, which I can't of course as it goes to the 'other' account. I've opened up a case for almost 2 weeks but it hasn't been looked at, including some updates I've done and screenshots. It wasn't touched for 12 days, so it's not like I was continuously updating it which (might? drop it to bottom of the list?)

If any staff see this, the case number is 17338865

Hello Wazza676.

Since you have contacted our Support Team, please check your email inbox for a response. We will review this matter and contact you shortly.

I apologise and hate to seem impatient, is there any way to know this will happen during December. I don't want to miss out on the 125% bonus, and as it's 1/2 way of December, while I made the case on December 2 and no staff have looked at yet. Its a little weird seeing "You should expect a response from us within the next 48 hours" while over 2 weeks, no response.

Hello again Wazza.

I'm very sorry for this situation, and I want to apologise.

I escalated your issue, so the reply will soon land in your email inbox.