Help needed ASAP, ST

On August 25th at 850PST, I along with premade party completed Syrcus Tower. Allow me to say I am not locked out from any weekly loot drops, I have not received, or rolled on a single item. I would also like to say I have made inventory room, for any new items, so I do have inventory space.

A inventory item was in the loot box, a OIL OF TIME, which I could not roll on. I could not NEED/GREED/PASS the item. All I could do was view it and its count down. Checking my inventory, checked the DF description and both are ok to receive items.

I contacted for ingame support immediately while still in ST. After five minutes the duty counted as complete and removed me from the Dungeon but I was able to capture screen shots and record a video from my phone.

I called SE this morning who directed me to a SGM. After speaking to SGM Qeepel (someone who deserves a complaint made against) said my screenshot or video was not needed. I still don't know why not, it should help greatly. I offered party member screen names to speak to as well. He said I would have to come here for there to be an investigation, might I add he rudely ended the conversation at that moment.

The last thing he said was until it can be investigated I am more than welcome to try again... because that's what we do as humans, get burned and find out if the fire is hot a second time lol. Anyways, I am contacted you here, since going through the DF to see it might possible happen again would only be foolish on my end.

I play on a PS3, my character is on Malboro and named TuTone Capone. If there is anymore information needed, I will provide. Other than the great customer service provided by my Michael from the phone support this has been a very frustrating experience.

I am posting here since this will be the only way to find out the investigation results, if I am able to be assisted then I will return, but I will not be in game to speak to anymore GM's. Please assist