response time woes

hi all
not sure if i have picked the right part of the forum for this.
but im at the end of my rope and am hoping that maybe just maybe someone at GGG might understand and assist me as right now im feeling like im not being heard/seen. apologies up front for the rather long post but it is unfortunately necessary in order to provide context

i bought the lord of the Ogham pack on 11/26/2024 before the EA Launch to ensure access to the EA

on 12/20/2024 i decided to treat my self and do a double upgrade from the Lord of the ogam pack straight to the thaumaturge of the vaal pack, normaly i do only one upgrade at a time as the exchange rate is rough for me, but i realy liked the Thaumathurge of the vaal cosmetic and it was Christmas so i decided to splurge as i was really enjoying poe2 And would also find value in the cosmetic purchases in poe1 should i decide that poe 2 was not for me

but i messed up and some how managed to purchase the lord of the ogham pack a second time and upgrade to the king of the faradun only (i had been playing for quite some time and was admittedly a tad tired when i did this and as such wasn't paying enough attention to notice my mistake i also did it trough the ingame client if i remember corectly.) i immediately contacted support and asked if they would be able to assist me...radio silence "ok they are probably on holiday"

on 01/03/2025 a member of the support responded and said that they should be able to assist in this regard and that i needed to provide some additional info. i provided the requested additional info. and again radio silence
on 01/07/2025 i requested follow up- no responce
on 01/17/2025 i expressed concern in regards to spending my points as i wanted to buy guild tabs for my guild- no response
eventually i did spend the points as i wanted to get the guild some tabs to as i had started a guild for my small group of 3 friends so that we can share gear without needing to be online at the same time

finally today 03/20/2025 support got back to me saying that they can no longer assist as i have spent the points...
i would get 600 points weather i buy the lord of the ogam pack or the thaumaturge of the vaal pack and honestly feel that if they had not taken 4 months to resolve my query or even responded to me when i expressed concern saying to not spend the points i would have waited till my query was resolved.

any ways thank you for your patience and i hope that someone at GGG might see this and sympathize with the fact that a four month turn around time might be a smidge long and hope fully understand why i spent something i paid for considering especially considering that i would receive the same amount of points

kind regards

I have been trying to get the Trading bug ironed out since December 18. It takes them 2-3 weeks to respond. The First response was, "Are you logged in?" Nothing else. I responded even with my initial request. Here's a picture showing my character logged in and logged in to the Trade site. Both show my name.

2nd Response 3 weeks later. Is the person online that you are trying to buy from? My initial email showed what I was trying to purchase and showed them online. I sent them another screen shot and even the error that states you must be online to perform this task.

3 weeks later. Again, are you logged in? Now I am waiting again to see what they say.

If their customer service once they go live with POE2 is like this I will not be playing it. I know of 3 others that are having the same issue as I am and get the same response as I am getting.

All from 1 Customer Service Agent at GGG - Rob

Come on GGG fix your response time and help your players out on solving this. If the game is good and the customer service is good. Many will come. If the customer service stays like this. Bad publicity kills a company.

ill be very honest i am not the biggest spender ever, but i do try to buy at least one supporters pack every season considering that the exchange rate for me is around N$20 to 1 of theirs on a good day this is about as much as in can justify (as long as there is an ok cosmetic in the pack) and i wont pretend that ill never buy a cosmetic again either how ever ill likely go from one or two packs a season to one or two packs a year. i honestly feel that it is unreasonable for them to expect me to not use any of the credits i bought for four months (the guild chest came with nothing and i had convinced 3 of my friends to join me in early access for poe2) so that i can get a cosmetic swap especially since their communication was so lack luster and that i would get 600 credits either way