Still missing my first Platinum founders pack

I am still missing my first Platinum founders pack, I never claimed mine from the claim tab and ever since Friday (the release date) its been gone. I know you guys are sending out more for people but what happened to my FIRST one?

Ive contacted support many times and tickets have been made, ive provided all the info they need and all I get back is a generic response saying sorry and thats it. please help me

Server: Valtan - US West
Character: Rzendal

Same issue, seems they dont care