case not responded to

why haven’t I received a reply via apple? I was given a case number and advised iforgot would reply in 24 hours. 5 days later I’m still waiting. My husband died 4 June 2019 yes 19 and 9 days later his password and phone number were changed in a different country. I had the password as it should have been. All I want is my daughters iPad logging out I don’t care what’s happening on the email. I explained my severe mental health issues and now I’m utterly desperate. Please can anyone advise or point me in right direction thank you