Stranger things DLC removed from my inventory. AGAIN.

So I had this problem back when pinhead first came out, it was around the same time they were removing the DLC pack from being able to be purchased from the store. I had gotten on, found all my characters missing from the inventory, but able to be purchased from the store (as it was still able to be bought at the time). Now apparently this was a well known issue and they resolved it in about a month, and even posted an apology about the "bug" in one of the bug fix reports you get when you open the game (except the apology only acknowledged the problem on console and I'm on PC but that's more of a gripe than a issue). But regardless it was fixed.

Now I have encountered the exact problem again, except this time there is no obvious prompt to buy them from the store, they are simply missing. I contacted the support team about it, and it essentially landed on them telling me that because I had bought them on the in game store (using auric cells) they can't find a history of purchase. Now I not only have the characters, but I fully levelled them, got every achievement on Demo and the survivors and even purchased the 'Scoops Ahoy' outfit for Steve. I literally have never 100% any game except for DBD, I have just under 2000 hours in the game and its honestly a game I have a lot of affection for. But this response has severely rubbed me the wrong way, not only for the lost hours and effort into the characters but on a plainly business point of view. I paid for a product, and that product was wrongly removed from my account. I cannot provide a purchase of anything more than auric cells as steam does not track what you use in game currency for, so I am completely at the mercy of the systems behaviour uses to track such purchases. Which seems to be nothing.

I'm trying not to get aggravated by the situation as I understand it wasn't done with malice, but this is simply unacceptable.