Can’t get my pre order rewards

Can’t get my preorder rewards. Did the survey. Been playing for four days and am signed in to shift but 5 golden keys and gear are not forthcoming. Also I spent 4K in points on the puma gun for vip rewards and it says I earned it as a reward on 9/16 but it also has not shown up anywhere…not in mail…How do I claim this gun or give me back my 4K in points pls