Every time a ticket receives a response, it is marked “Answered” because it has been. This doesn’t mean that the case is closed though. That’s why you were able to reply and follow-up.
If you’d like to include additional information in your ticket you can edit/update it now, or at any time before it is answered again. You should be able to do that here:
https://battle.net/support/help/case
One thing I’d recommend adding is which character you’re having this problem with. It wasn’t included in your original ticket, and I don’t see it in your reply. The Game Masters can dig into your orders/services and find it but putting it up in the ticket itself will save some time for them 
No one on the forums can prevent your post from being seen by the staff. They are not making our job difficult, they really have no impact on what we are capable of doing/seeing. If you are not finding their responses helpful, I would recommend ignoring them. They have not violated any rules by replying and offering accurate advice.
I removed much of the back and forth arguing here for the sake of clarity should anyone come looking for information about a similar issue in the future.
I will remind everyone though, no one seeks Customer Support because they’re having a great day. It’s almost always because they’ve encountered a problem, they are upset or frustrated, and they just want some direction/information. Lets remember to show some empathy, assume positive intent, and try to help.
If it doesn’t seem like that help is being well received, consider removing yourself from the interaction. You’ve done your part, and that’s all we ask