Lost Characters and Cosmetics/ Need Help

So I had pre ordered this game (the ultimate edition), played the beta, beat the campaign etc when the game came out. Fell off of it until last night, went to play with a friend and my account is wiped. No characters, no cosmetics, it’s as if I have just touched the game for the first time.

I opened a ticket on blizzard support to get some idea of what happened and hopefully restore my account. They are sending me in a circle, asking for order number, receipt etc. I give them my order number, they ask the same thing, seem to all have different interpretations of the issue I’m having (different person every message). I’ve finally gotten a different request asking for card info (it’s an old account so that will take a little bit). I’m just so frustrated because I dumped money on this games most expensive version, invested time, get it Thanos snapped, can easily prove the purchase(bought on Xbox series x, can scroll through old purchases), and im getting no help.

Has anybody gone through this his and can give me advice? Thanks. I would love to play this game again but this experience has left such a sour taste when thinking about playing.