Series x order number but non payment

Hey guys... I hope I'm not getting the runaround with this one.

Back in September for the uk preorder of the series X I was given an order number. When I tried to pay it kept failing. 6 hours later I got in touch with a support member. I was told that I was guaranteed a series X next drop.

So, today I have been on again to a support chap who has reiterated that it is true and that they will email me a link to get in touch with customer support (as it's them who process orders) and I'll be able to pay today

Still not had the email, really dont want to have to sit in another 185 person queue to ask for the email...

Is there anyone else in the same boat as me... swirling around in limbo

Would love to hear from you

:)