Hi, 

All I can say is: You aren't alone in this.

I picked up (or tried to pick up) a couple of event advantage packs. The content didn't come through and I got the same kind of reply from their support, and have been going back and forward with them throughout yesterday via email. Extremely poor response and now they are asking to see bank statements and all that kind of nonsense, despite the fact that they could simply look up my account, view the purchase history and then look into whether the items have been delivered or not (hint: they haven't).

Extremely absurd situation, and certainly one that makes me hesitant to spend any money on this companys titles in the future, and has left me in a position of having to review what further actions I could take if they wont fulfill or cancel the orders.

Update: Can confirm that this was ultimately addressed and that the relevant items purchased were injected into the account after game maintenance.