My Account has been downgrade from Collecter's Edition to Standard Edition

I purchased and registed Final Fantasy XIV 1.0 Collecter's Edition at 2010, Right now, In the support center said that I can get the new In-Game item, but in fact, I did't received anything, when I login to MogStation, my account type show as Standard Edition, and ask me to upgrade to Digital Collecter's Edition. Why will it happen??? MogStation also recoard that i have Onion Helm(This should prove that I have a Collecter's Edition!!)

I create ticket in support center and never get answer....also I can't find the chat support.

Any GM can help me onit??