Runes of Magic US / AU

Over the weekend I was able to level my warrior enough to get to this quest chain. There are only 3 or 4 quest in this chain and was suprised how easy it was to complete. Not sure why my main is having such a rough time. Now to complete this quest all I had in my backpack was the sardo secret document and the printed handkerchief. I received the printed Handkerchief from support and a old letter. Support sent me old letter but it looks nothing like the sardo secret document that I turned in on my warrior. So I sent support another ticket and asked for the sardo secret document and they told me that the only old letter in their database is the one they sent. He sent me a link to runesdatabase.com but its not there. Would anyone be able to point me in the right direction. I need a way to get this info to support. Thank you.

I've done my best to be patient here, but I've just about had it. This is your game. I didn't create it. You made the quests. You make the quest items. If i say that I need a keepsake you should be able to tell me what I need. If I say I need Sardo Castle Secret Document quest item, you should know exactly what I need. Instead, I spend hours trying to provide you with info you should already have. The fact that I've spent 6 weeks in limbo waiting on a fix for my issue is mind boggling. With all the control you posses, you would think that you could go to morrok and get me the item I need. I've told you my problem, you should be able to tell me what I need to do to fix it. I do purchase diamonds , but have refused to purchase diamonds again until my issue is fixed. I refuse to spend cash on a game that I cant progress in. Please fix my problem, I'm done digging.