Slypenslyde nailed it, I saw your reply and responded to you here @peacefull 
[Not a Bug - Support ticket received] Purchase error report fell thru cracks?
Not ignoring you! Just swamped at the moment and as it’s not currently a Guild Wars week I’ve been prioritising tickets about account, technical and purchase issues as many of those players need help loading the game (they can’t play it at all) and we don’t want to mess with people’s hard earned money so we answer those kinds of tickets first generally.
Happy new year I hope you have a good one today/tomorrow, I’ll get back to you as soon as I’m able.