Missing purchased items

So I'm on my sixth representative in the in game help center. Most representatives give a weird clarifying question then I get bounced to a new person. 

I purchased one of the ascension paths and was unable to claim the content. I missed out on two zetas and 10 omegas. I understand that it might not seem like an important amount of gear but I did BUY it. I am shocked that I reported it the day it happened and now it has been five days and SIX different people. Is no one really able to help someone who spends money in their business? I would love to spend more in the future but not if I don't actually get what I bought. 

Any help or response would be great.