When will I get a response from the Customer Support Portal?

It's been nealy a whole month and nothing!!!!!! You state a 4 hour turnaround, this is clearly a lie. See the following:
https://www.adobe.com/cfusion/support/index.cfm?event=casedetail&id=0184875846&loc=en_gb

Besides checking the support status assuming you filed the case with your Apple ID, there is nothing more you can do. Nobody here knows that as nobody here works for Apple. We are users like you. Apple does not monitor this forum. You will have to contact Apple support for the information if you cannot get it the way I described.

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