Missing weapon enchantments, non-existant customer support, and filing a complaint

I'm posting this on the forums, because that's where customer support told me to go to file a complaint about customer support. I even told them that posting a complaint on the forums was probably not going to go well, because discussing private correspondence with game officials was generally a big no-no on the forums, but they told me this is the only place to do it. It makes absolutely no sense to me how customer support has no internal system in place for filing complaints on-record and dealing with them, so here I am, "filing my complaint" where they told me to. Some of the timeline here goes back a ways, and might seem to be off, but that's because I've been dealing with customer support over this issue for almost an entire month now, and they have done absolutely nothing to help me.

So a couple of months ago, I decided to take a break from Neverwinter, and come back when the Icewind Dale module went live. When I came back, I realized that four of my level 60 characters were missing their weapon enchantments. These enchantments were not in the weapons, and were nowhere in inventory. I had not removed them myself. At first, I was suspicious that my account had been compromised, and that someone had stolen the enchantments, but when I realized that my other items of value were still in my inventory (mainly stacks of purple refinement materials that would be easily mailed away), I started to think that maybe it was some kind of bug that happened with the update, instead. So naturally, I opened a ticket in-game, to explain to customer support what had happened so they could look at their logs or do whatever it is that they do, and help me retrieve my weapon enchantments.

Their first response was to ask me if I wanted to have my characters rolled back to a time when the items were not missing. I hadn't played the game in about two months, so I had absolutely no idea when the enchantments went missing, but my best guess was the first week of March. I agreed to have these four characters rolled back almost two months, because that's about how long I hadn't been playing, and that's how important it was to me to retrieve these weapon enchantments. Their next response was to inform me that too much time had passed, that they were unable to roll back my characters, and that they were sorry for the inconvenience. Then they flagged the ticket as "solved". This was absolutely absurd, of course, because the issue had been anything but resolved, since they had done absolutely nothing to resolve it.

I updated the ticket to inform them that it was not a mere inconvenience to lose epic weapon enchantments on four level 60 characters. I was actually quite angry, because my interpretation of their response was that since they couldn't resolve the issue the easy way, with a character rollback, that they were instead going to do absolutely nothing at all to resolve the issue, and send me on my way. I have told them several times that the only satisfactory outcome was for me to receive my weapon enchantments, and that anything else would leave the issue unresolved, even if it meant that a GM had to log into the game, use item IDs to create the items in question, and mail them to me. Their only response? Another apology for the inconvenience, and another statement that too much time has passed to restore the characters, when that's not even what I was asking for anymore. Then the ticket completely vanished from my ticket tracker; the only way I can even access it now is via the direct link in the e-mail correspondence.

I opened the first ticket on May 20, 2014. Their last (cut-and-paste) response to me was on May 27, 2014. After repeatedly updating the ticket, I have yet to receive another response. It's as if that ticket does not even exist anymore, except when I filed another ticket asking to speak to someone else about the issue, that ticket was closed for being a duplicate! A duplicate of what? The first ticket apparently doesn't exist! So after having my first ticket disappear completely from the ticket tracker, and having my second ticket closed for being a duplicate of the first (completely missing) ticket, I decided to open a new ticket, asking where to go to file a complaint about customer support refusing to provide any support. Their first response was to direct me to these forums to file a complaint. My response was that I didn't want to make a post on open forums that would probably be locked anyway for discussing private correspondence with customer support, and that I wanted to file a complaint, that would be on-record, and have someone in customer support oversight actually talk to me and help me with my issue. I got a response from customer support saying that they were escalating my ticket (along with the usual cut-and-paste apologies), and I thought I was finally going to get somewhere, but then I got another response from customer support stating that these forums were the only place they had available to file complaints about customer support.

So, here I am. I've been in correspondence with customer support since May 20, 2014. It is now June 21, 2014, my issue is still completely unresolved, and customer support has done absolutely NOTHING to help me in any way. They have made my original ticket completely disappear, they have disregarded my second ticket asking about what happened to the first and why my issue is still unresolved, and when I asked to file a formal complaint that would be on-record, they directed me here, to the open forums, which is just absurd. I don't even have any names or employee ID of any kind to refer to, as none of the correspondence contained any identifying information at all, just empty name fields in the obviously cut-and-paste template responses.

This entire experience with Neverwinter customer support has been completely unacceptable from the very start. What am I supposed to do now?