[InternetRockStar]

I'm going to write them  An email now and contact them via chat/call later what do you think I should include?

You've answered your own question. Include what you've stated below, with emphasis on declining your claim based on a couple of products you've claimed missing.

By the sounds of it they have not found anything  in the investigation to contradict what I am saying but instead denying my claim based off the fact that this would be the 2nd product I've received.

Again thanks for all your help here I really appreciate it.

You're most welcome.

Got it. I'll update you later