Supporter Pack issues

I'm seeing lots of post regarding this issue in the forums, so here's another drop of water in the ocean

-Bought the Liberator of Wraeclast Supporter Pack in November 22nd 2024.

-Months later without receiving the physical merch, or any information, I contacted support by e-mail on march 5th.

-Receive a response in minutes, which makes me believe it to be a bot response, asking me to confirm some information like account and character names, and my shipping address.

-Sent the info right after receiving the e-mail.

-After 3 days without a reply I sent another e-mail asking for updates (march 8th)

And I'm still in the dark as of writing this post (March 13th). At this point I don't even care about the merch anymore, just give me a refund or something.