Trojan and virus in folder the Quarantine

Hi friends,
i have a problem on the client that have SEPM 12.1, my quarantine folder grows each time it is impossible to stop it, and follow the recommendations given here http://www.symantec.com/business/support/index?page=content&id=TECH102953&profileURL=https%3A%2F%2Fsymaccount-profile.symantec.com%2FSSO%2Findex.jsp%3FssoID%3D1385483600551SpcKBx70cAGqGv9oacE89HWK2F78Kci7G1I8Q another recommendation, I see that this is a problem that has not yet been solved, opened a case on the mark more than 2 weeks and still no one calls me (Case # 05474632) I find that incredible.

Your help is urgently needed.

Thank you.

JHM.