Hello there! Our apologies for the late reply and sorry to hear about that situation! We'd love to help you! Please send me a private message including your phone number, the account's 4-digit PIN, and the IMEI from the new iPhone you bought.
To send us a private message, just click on the agent's username (Hozuki_Robert in this case) and then look for the option that says "Send this user a private message".