Ubisoft Charged Me for Assassin's Creed Shadows but Didn't Add It to My Account

I pre-ordered Assassin's Creed Shadows from the Ubisoft Store, and they charged my card, but the game hasn't shown up in my account. I looked at the store, and it still says I can buy the game, like I never got it before. But my bank statement shows that the payment went through. I reached out to Ubisoft support by submitting a ticket, but I still haven't heard back from them. It’s really annoying to pay for a game ahead of time and then not be able to access it, especially with the release date getting closer. I thought buying from Ubisoft would be easier, but now I'm just waiting around with no updates. I need this problem sorted out fast so I can get into the game I already bought.