Character with founders pack disappeared

Dear Support Team,

My character that I created on 10.02.2022 on server Neria with lvl10 and nickname Achilleso disappeared. It had prologue finished and founders pack redeemed.
Because it was no longer accessible to me yestarday and I couldn’t remake it, cos Neria was fully booked and locked I decided to create second character on Beatrice server and named it Achillesodin.

Could I please have my Bronze Founder’s Pack I bought redemeed on the character on Beatrice which have more hours played than the one that disappeared?

I would love to get some support in this matter since I am unable to receive the items I paid for.

Thank you in advance,
Daniel

bump

Another bump.