How much can support actually see?

[TVerhoeven.1350]

Yesterday I redeemed my Auric Basin Hero chest: https://wiki.guildwars2.com/wiki/Auric_Basin:_Hero%27s_Choice_ChestI had 4 keys before I chose the Pilfered Exalted Remnants: https://wiki.guildwars2.com/wiki/Pilfered_Exalted_RemnantsIt's supposed to give you 12 keys. But I was still at 4 after the selection.I couldn't open more than 4 chests and my wallet said 0 after that (so it was not just a display bug).I did buy more from a vendor after that.

Now support said that they see that I did in fact receive the keys and used them up.I'm not saying they are purposely dishonest, but I know for sure this is definitely false info.Yeah I did buy keys from a vendor straight after, but only because the chest didn't give them to me!So either their system does show the keys in my wallet while on my side it just shows 0. But I seriously doubt that.

Its just 12 keys so I will survive this (in time, now I'm heartbroken, jk). But it does raise the question how much support can actually see.What tools do they have available, where do they base their decisions on?