Problem with Burns' money mountain level ten...

I'd make sure your case is still open and perhaps try to speak to another agent and/or reopen it. If you can request a call back, this option normally is best.

There's some evidence in the game that these forums are read by EA, but I doubt a developer will see this and respond to your specific case.

ETA: just realized this is your first post, welcome to the forum. This is a player forum and it's only other players that will respond to you here.