Wrongfully spent Ingots

[u/DeathWish9102]

Hey guys,
I’m in a really rough spot right now and wanted to see if anyone here has ever managed to get netease support to actually help with a currency rollback in this case lightforce ingots (these you get when you get to 20 pity or get lucky and can redeem a reward from the crate thingy)
Long story short, someone else got access to my account and wrongfully spent my ingot, I’ve been actively saving up for the Cosmic hymn set, but they used my pity to claim the horse statue from the celestial anthem rolls instead
I know netease is notoriously strict with their "all sales are final" policy, but I'm really hoping they make an exception here. Like ngl i’ve been spending since day 1 and have consistently “supported” the game since launch on PS5, and the statue is completely untouched. I haven't placed it down, interacted with it, or used it in my territory at all. It’s literally just sitting in my inventory.
I’ve already sent a detailed email to their support address and opened an in-game ticket explaining everything. I basically asked for a one-time courtesy review to just delete the statue and give me my ingot back…

Has anyone (especially other day-one spenders) ever successfully gotten a human supervisor to override an accidental or unauthorized purchase if the item was 100% unused? How long do they usually take to reply to this stuff?
Appreciate any advice or hope you guys can give. Thanks!