Bought Skin Package with Provider and Harvester Skin. Provider Skin is missing

I bought the package with the provider and harvester skin. I got the harvester Skin but the provider Skin is still missing. I contacted the support team and they just dont help. They tell me since 1.5 weeks they´ll look it up and just nothing happens. When i ask after an update i get some standardized answer to post in the bug forums and look up the official channels to see if my bug is fixed (as if they would officially announce some random bug from one guy got fixed...)

I paid the price and got just half the stuff what i paid for and the support is no help at all. Someone here maybe has some ideas?

The "Missing.png" is a example i found online how my character screen should look.