Open case in Microsoft work account admin access recovery

Hello, I have a ongoing case with Microsoft Support on being locked out of the admin work account, because of lost access to the Microsoft Authenticator app. I have already went through the process of contacting the support via phone, I got redirected multiple times to higher ups, that handle these kinds of stuff, at the last one, we verified the email addresses and phone number, all connected to the lost account. I was told that I will be receiving a call from the cybersecurity manager or some sort, that handles this explicitly, when I received the call where I couldn't hear anyone (the number was +1 and my CZ Vodafone operator normally accepts calls from US) The person after few seconds ended the call, today I have received a another call from the person with the same issue, this way I am unable to contact this support person. I haven't yet received any contact about my case via email, since it's been about 20 hours since the last failed call, I have my case number which I received at the last functional support call. Should I go with the process of creating a new case all over again, or just wait. Im not even sure if they are sending the emails to the work account where I don't have access to, even tho the person asked for the personal Microsoft account which is connected to the work account.