Missing Word of Mouth skin

I am still missing the Word of Mouth battle rifle skin that was earned by attending a grassroots tournament in 2018. I have reached out to 343 multiple times and supposedly had the skin granted twice, yet the item does not appear in my inventory.

I changed my gamertag between then and now, but I doubt that should be an issue.

I attended a tournament on January 28, 2018 and can provide extensive evidence if needed.