Lost Soul Ash from Torgast

i have 3 times when i got drop from last boss from Torgast and Soul Ash wast transferred to my account.
i have many taimes relog and quit/enter again game. 2 times was last week and one time this. no ingame mails no refunds. and no answers for my bug tickets.
have i delete my char Tasheen-DefiasBrotherhood because support dont want to repair it?

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