Awaiting Serial Number - Adobe Acrobat XI

We recently purchased Acrobat XI as part of a charitable package through connectingup.org.au. We did not receive a serial number. I put in a request online, including proof of purchase on 22/1/14 as requested by the person assisting via live chat - but still don't have a response. I have attempted to use live chat several times since to get this issue sorted, but now continually get a message that "we are still assisting other customers" and sometimes I have waiting over half an hour to no avail. The message advises me to use this forum.
The case number is #0212276141. We have downloaded a trial version to use in the interim but this is due to expire soon. The case has been lodged online with all relevant receipts etc., so we would appreciate some help!

Please realise that this community forum isn't an alternative route to customer support (except that sometimes Adobe staff happen to see a message). You need to persist with Chat.

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