Begging for Help Here Because Support Wont Reply

*This issue has been ongoing in some way shape or form since Dec 12th, nearly 120 days. If there is any GGG staff that can help escalate this, I'm begging for help. I know staff will say "If you have a support ticket, they will help you there", but in 120 days, I have received a total of 3 and a half replies from support. I'm begging for help at this point, it really feels like GGG just stole my money and locked my account...

Back in November/December, I purchased Path of Exile 2 (POE2). While I wasn't particularly invested in POE1, I quickly found myself enjoying POE2. I decided to support the game by upgrading my supporter pack to the Faridun pack, and later to the Liberator pack. I did this because I was having a great time with the game and wanted to support its development further. The physical items included with the Liberator pack—namely the book, t-shirt, and hoodie—were also a big draw for me.

However, after purchasing the Liberator pack upgrade on December 12th, I reached out to support to provide shipping details for the physical items. Over the course of 45 days, I sent nine emails asking about the status of my order. Unfortunately, I only received a single reply from support on December 24th asking for account and shipping information. I responded promptly, but after that, I never received another reply. I created two to three forum posts after weeks of not hearing back, but the GM advised it was an issue which should be handled by support.

Since I never received the physical items I paid for, and had no responses from support, I was forced to contact my credit card company 45 days after the order to report the issue. The physical items were the main reason I upgraded to the Liberator pack; I didn't need extra points or stash tabs. For clarity, I want to emphasize that the only issue I encountered was with the upgrade to the Liberator pack, not with my purchase of beta access or the original upgrade to the Faridun pack.

Then, on March 23rd, I tried logging into my account, only to find it locked with the message "Account locked, please contact support." I reached out to support, and they replied the next day, stating that the lock was due to the credit card dispute. Since then, I’ve sent five follow-up replies, but I've yet to receive a response.

I initially purchased both the Faridun and Liberator supporter packs because I was genuinely enjoying the game and was excited to support its continued development. Now, however, I feel like I've been taken advantage of—I've lost money and had my account locked without receiving the items I paid for. The frustration and stress this situation has caused over the past few months have been incredible. This experience has been far from the fun and positive time I expected when I first purchased the $30 early access for POE2.

I am attaching screenshots of the full email chain with support (removed from post since my previous post got removed for containing private information) and am happy to provide any other necessary information. At this point, I’m just hoping that someone who care will see this and help resolve/escalate the situation on my behalf. As I mentioned earlier, I’ve been ignored by support for months, and feel like I have no other option than to plead for help here. I understand the forum is separate from support, but I’m hoping this will gain some visibility and be escalated.

I really appreciate any assistance or advice you can offer. I am desperate for a resolution to this 4 month long nightmare. If you need further details, I’ll respond as quickly as possible.

I made sure not to include any private info above, so please do not remove this post. I will provide any screenshots via PM. Just note, when I try to send a PM, even as a reply, it says "You can only PM Support" or something similar to that.

Im not sure if I can share my other accounts user id. Let me know if I can, and I can add it as a reply here for reference.

Correction to the above post. I have received 2 and a half replies in nearly 120 days. I understand support is separate from forums, but I really need help of some kind.

@Cameron_GGG, what is a reasonable amount of time for a reply? 2 replies in 120 days is unacceptable no matter what company.