It sure is. Once a customer gets a case number, they have it on their account history forever.
I am having the exact same issues and have called repeatedly for help. The last call on 11/7 was disconnected and they never called me back after taking all my information. I can't even find a way to start my own thread. Can you point me in the right direction?
While signed into the Community, click to go into the Tech Support seciton. While in that section, click on the blue "Start a topic" button on the upper right.
After you create the title and give the description of the issue, you'll also need to choose a label on the right. For your issue you should probably choose Voice. You can choose whatever you wish, but you have to choose something or the topic won't post.
These instructions are for someone on a computer. I don't know if it looks differrent if you're using another device, but if it is, hopefully it's similar enough that you'll be able to post.