i opened another ticket today.
this is the response that i received:
Tim (Blade and Soul)
Mar 1, 11:56
Thank you for contacting the Blade and Soul Support Team.
We will forward your report to the development team so that they can investigate the issue. However, we will be unable to personally email you about the investigation but any updates will be announced on our website and forums: https://forums.bladeandsoul.com/en/
If you have any other details that may help with the investigation or if you have any other concern, please don’t hesitate to contact us again.
NCSOFT Support Team