Opened ticket 120825-023780 on 8/25 as I never received an email containing my gem purchase of Black Lion keys. I have received the free hat. The ticket was updated on 8/27 by Anet with no useful information. I responded back on 8/27. It was again updated by Anet on 8/30 with no useful information, to which I responded again on 9/1. It’s been 11 days with no resolution for an actual cash transaction.