urgent! My online paid item is lost!!!

I have bought Item on online store one week ago, however POE2 didn't give me any item!

It was first showed in my inbox but saying error message that this item is not appliable for POE 2 and after 3 days it disappear!! and now my other bought item number has all changed to 2. and i still cant find back my original buying stuff!

i have asked support but no one reply? any one can help and get back all my buying points pls! it is not right if you buy in online store but cant get it in the game!

pls reply me asap. tks

I have bought 4-5 backs, 3-4 pets ,3-4 weapons and effect, total ard 5000-6000 points!!