Inactive Listing 5995 Error - Cannot Reinstate

We had an issue with Amazon and they made all of our listings inactive - when the issue was resolved we attempted to reactivate all listings but 2 of them have a 5995 error everytime you click into them - i beleive the marketing company we were using previously was attempting to get these two listings transfered to our brand name instead of generic - they now have Generic written over the brand name box but our brand name locked inside of the box. we're unable to make any listing edits or request approval on the listings - one of them is a really important listings for us. we have a case open (11011656212) to have this sorted however we haven't yet heard back.

Any help on getting this resolved would be amazing.

Side question - our sales since amazons issue ~(didn't beleive we should be in the handmade section then wouldn't accept our proof until we were offline for 10 days) have been 40-50% down for the past 2 weeks - any idea how long we have to endure this for? or anything we can do to ramp up this timeline!