Battlefield 6 will not let me use the bundle I bought

I bought the Ursus Major bundle but am unable to use the icepick and thus denied part of the bundle I payed for (picture 2). The support ai was entirely unhelpful and only told me wrong and irrelevant information and now I cant email them I only get an email back saying to resume case, but there is no option to resume case, there is only an option to close the case (picture 1). Do not buy any store bundles unless you are willing to not receive any items in return,