Missing Dempsey Challenge kit

I completed a Dempsey Challenge ride, got onscreen confirmation, and received an email confirming completion and that I unlocked the kit. However, the kit is not in my garage. I’ve tried contacting support about this several times, with no success or response. I chatted with some people about this during a group ride, and so I know I’m not the only one with this issue. Has anyone had this problem and managed to have it resolved?