It implies you would be submitting a new ticket. However - it does not state anywhere that you had already submitted a ticket SPECIFICALLY FOR THE DLC ISSUE, or that you would be doing so. Every answer you have given me always focused on the missing character issue, and suggested that was what you had centred your tickets on.
You even immediately quote where I made exactly this point.
Not getting the automated replies is a problem. But also, the fact that your first reply to any email they have sent was earlier this week, suggests that may be the reason it took until now for you to get an official response. (And once again that was for the missing character issue, not the DLC issue. As I keep explaining, that has to be reported separately.)
Did you also validate the game files?
Did you buy the ‘Treasures of Turan’ DLC or did you buy some of the Turanian stuff from the bazaar. These are two different things. If Steam is functioning properly, it should be impossible for you to have access to a DLC that is not checked in the ‘manage my DLCs’ tab on steam. Bazaar stuff is different however - that operates on a different system and is not a part of the old DLC system.
It is quite important for your ticket that you get this right and communicate about the right one, or they won’t be able to help you, because they will direct you to the wrong solutions (or check their records and see that you did not buy what you are saying you did - because you would be saying the wrong one).
If the stuff that you had previously bought was from the Bazaar and was not actually DLC, then the reason you might lose access to it could be a problem with Funcom Live Services.
Alternatively, if you cannot remember having bought it at all and just had some pieces - they may well have been DLC pieces that someone on the server previously gifted you (because that was possible with the old DLCs, but not with the newer bazaar stuff).