Missing Item - where do I report/

I’m missing a Berial either from season gift chest, or purchase from Emporium Guild Store, or rolling for it. I’m positive because I had one already, and collected another 3 to level up - only to find 3 in my Hall. Has this happened to anyone else? Maybe it’s a bug in the gift chest?

Meanwhile, where do I report this to? The messenger seems like just PR, it would get lost in facebook I think. I’ve had VIP letters offering a way to contact but I didn’t and they fell off my mail list >.< Anyone know how to lodge a complaint?

Edit to add: I discover the customer service chat here thanks to someone else’s post, but I’m going to leave this up in case it happened to anyone else too.