Issues with support chat. Is there anyone who can help me?

I've been trying to get help regarding items missing from packs I pulled back around the Easter promo for 3 weeks now. I get into chat after 3 weeks and talk to an advisor, after an hour, they finally find the transactions (after previously saying they don't exist) they say they cant validate the items. When asking them to elaborate on this they just say they can't help and ended the chat.

I go into another chat with another advisor, I give them the details of purchases, and they give me details of a total separate set of packs I bought. I point out those are the wrong packs, they say that's the only ones on that date. I tell them the previous advisor said they found the purchase so how come they say it doesn't exist. After a bit of back and forth they abruptly end chat without helping AGAIN. The email I put in 3 weeks ago was never responded to. I now i have another advisor telling me i need to uninstall and reinstall my game like what??? Can I just get some help with this please...waited weeks and have wasted hours on this chat