Received no receipts, no downloads, no serial numbers and no support responses???

Hi,

I’d hoped my first post here might be a positive one, but unfortunately that’s not the case.  It would be very greatly appreciated if anyone could offer help or suggestions?

I purchased two upgrades (Komplete 14 Select to K14 Standard, then K14 Standard to K14 Collector’s Edition) on Thurs 16th November EST.  Payment of A$1199 made via PayPal, who confirmed payment to NI almost immediately after the order was placed.  Payment has been deducted from my financial account, with Native Instruments documented as the receiver.  I received no receipt from NI, nor downloads, nor serial numbers. All I have is one Order Confirmation email.  A ticket was created over 5 hours after purchase.  No response.  I created a second ticket the following day.  Still no response.  Basically $1199 of my hard earned money seems to have disappeared into a black hole. 

I believe it is illegal for a seller to not issue a receipt for payment to a buyer, both in my own country and in Germany. 

It's now been 4 days (EST) since NI took my money and…nothing.  (Junk mail, Native Access checked. Items stuck ”In progress” in account). Paying large sums of money to online vendors is always a concerning risk, at least until the transaction is confirmed by receipt and goods are exchanged as expected.  The fact that I’ve received no acknowledgement of my payment from NI, no sign of the items I’ve paid for and no response to support requests querying the whereabouts of my purchases is deeply alarming.

This being my first time purchase with NI, I can honestly confirm that I’ve never experienced anything like this with any other music software company.  ‘Immediate Download’ has always meant exactly that…immediate download.  Not to mention immediate receipts issued, with efficient support ticket systems that convey respect and care for customers, encouraging return business.

That there appears to be no further option for contacting NI apart from this forum is a very serious concern.  Just hoping someone here might be able to help?  I’d be grateful for any suggestions.

Many thanks.