I had the exact same problem a couple months ago and kept trying to use the chat bot / Twitter to contact customer support everyday for 2 weeks straight. I finally accidentally canceled my order (the CS was very fast about processing cancellations) and tried to uncancel but since CS won't reply, I had reordered everything to make sure I still got my pre-order benefits.

2 months later, I got sent my original order...and I was charged for it... I can't refund it either and it's not worth asking for a refund. Since I received the items, I can't make a claim against them without potentially getting blacklisted either...

It was a terrible experience but I did manage to get their email in the process. I will DM you just in case people spam it and it gets shut down. Hopefully they will answer you, good luck I understand how you feel!