Customer support/zendesk

so i recently bought an item VIA vip borderlands for tps and won an item for it, so i went to go play and didnt find it, waited a day, then i opened a ticket and got help, right now they have all hte information needed to check my account and are asking for a video based on regalements. hell even told them about an item for borderlands 2 i had gotten, now iam wondering is this common practice for zendesk customer support to gather all hte information needed for my items ive been waiting for or this just them making a joke.

It is standard procedure right now - sorry about that. I assume there are good reasons for the video requirement, but will agree that it’s awkward.