Missing purchase

I purchased the anniversary premium pass worth €12 on 25 September, and I still haven't received it due to an error in the game. The payment went through successfully and I have all the screenshots to prove it. I tried unsuccessfully to speak to customer support every day, but they didn't respond. When they did, a week went by without the problem being resolved. The pass is about to expire, and I haven't received anything. I feel like I've been robbed. I hope you can resolve this. My case number is 223408758. Thank you. Android mobile.