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Try contacting AWS support through their web portal or by opening a new case, mentioning the existing case number.
As you have discovered, you are not able to update a support case via e-mail, you have to open the support case in the AWS Support Console (there will be a direct link to the console in the e-mail that you have received - or you can just navigate to https://console.aws.amazon.com/support in the account in which you opened the support case).
There you can access and update the support case, in the support center, else you can open a chat or a call with a support engineer - provided you are on at least business support level.
Hi there,
I'm so sorry to hear about this concern.
I can understand your need to have this resolved, which is why I've reached out directly to our Training & Certification team on your behalf to communicate everything you've shared here.
For security reasons we are unable to discuss any case specific details on re:Post. Please take a look at your most recent message from our Training & Certification team and respond to that message.
— Aimee K.
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Hi, thank you for the response. I've tried contacting AWS support using the link you provided but they referred me to this link https://support.aws.amazon.com/#/contacts/aws-training. Now the issue is that I was contacted back via email but I do not know how to follow up because my emails bounce back and using the same form again just opens a new ticket.