Why am i being asked for proof of purchase?

Hi everyone, I live in Australia and bought a student and teacher edition of cs 6 design standard for a Mac from Officeworks, a major Australian reseller, about a month ago and have been trying to get my serial number emailed to me for over a week.
I have provided proof of eligibility but am now being asked to provide proof of purchase.
It took 5 attempts to even send through my proof of eligibility and has taken 3 days (not including the weekend) to get any sort of reply from Adobe.
I'd like to know why i am being asked to provide this as there is no mention of it being required on Adobe's order fulfillment/instruction page.
http://www.adobe.com/uk/special/education/students/studentteacheredition/order_fulfillment .html

Hi Damienpw133,
Please contact Customer Service : http://www.adobe.com/uk/aboutadobe/contact.html or call 1800 614 863

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