case update request

I have had a case open for about a month or more and can't seem to get the rep in charge to call me back and it was supposed to be resolved a couple weeks ago. My son made up his own icloud account without telling me and then changed his passcode. then he proceeded to lose his phone for a couple months and when we found it he couldn't remember either one. So they said they could wipe the phone so we could start from scratch, my contact was Destiny at ext. 1135007 but she hasn't answered in a couple weeks. Would really like to get it in using order for him by Christmas

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