Lack of response/feedback from Symantec

In the first week of December I sent a suspect link to Symantec Security.  They sent me an email with a tracking number (Tracking #22311971) which I could use in any future correspondence.  There has been no correspondence.  I have been on live chat three times and twice was promised call backs from "casemanagers", neither of which materialized.  The suspect link that I sent to Symantec came to me in an email that arrived from one of my legitimate contacts but the link was a redirect to a suspect site.  As a result I don't know if the laptop has been compromised and have not been able to use it in any security sensitive situations.  I am new to Norton (I've always used Kaspersky in the past) and new to this community.  Can anyone advise me on how to get a response from Symantec?  What am I not doing or what am I doing wrong that I can't get any feedback from them?  Any help or advise would be greatly appreciated.