Hey there! Just checked with our support team, it looks like they have sent a response when the office re-opened this morning. If you check your email inbox you should see a response from them.
As a general note, bug reports / support requests through reddit unfortunately often won't be able to be looked into as the support team will be working in support tickets. As you have done, submitting a support ticket through the in-game tool or support.lastepoch.com is the best way to receive support for an issue.