Missing Supreme Leader Kylo Ren Lightspeed Bundle II

Almost a month ago I purchased a Kylo Ren and Rey lightspeed bundle. I got Rey but not Kylo. I have been in contact with in game help but they keep telling me their logs say I received the content which I have not and have screenshots to prove it which I showed to them but they still insist I received it. I saw today they requested I go through a “different network”. I have gone through 4 different people and 2 chats because in game help terminated the first one. I have attached what I have currently and what the bundle should have given me.