Stormblood story purchase not received in game

I purchased the Stormblood story boost for one of my characters and haven't received the items in game yet, about a day later. I have two tickets open for this but i cant seem to get a response. The more recent ticket i created is #11126963.

Since the character is relatively new it's causing some issues when trying to play with the character now. would really appreciate some help with getting the items in game. they usually seem to take about 10-20 mins to show up from what i've seen.