Did you look through the entire list of your rewards? The 2 gem boxes for 5k PR are a different reward from the 2.5k reward, even though they are the same item, so they'll show as a separate entry in the list. If you look at the items in your screenshot, the Enemies defeated rewards are not all grouped together, so the other Knight rewards might have been in a different spot in the list.
The only logical explanation here is that when weekly rollover happened, your Knight did NOT have 5k pr (probably due to gear being swapped). While annoying this is probably your own fault, and you can post screenshots that you can have 5k all you want but that doesn't mean you did at the time of rollover.
No way to prove otherwise so if support wont help you, posting on the forums is not going to do anything for you. Just sayin'.
Not one automated response, but two, one of which is the worst response they have. Every time I see this response I am once again reminded that this is what Trion considers good support. Why on earth would they think sending users who have issues to Buy Trove Flux with the forums that the devs don't read is a good idea? Good luck with this since now your only chance is that Fasti comes in and personally helps out.
While I think this is probably your own fault and we seem to be missing some facts..... The trion support is AWEFUL! Worst support and responses I have seen from a game in a very very long time. Its actually disgusting considering the amount of money they make from us with there packs ect... The least they could do is have someone send actual responses relevant to the query we send them. Not some copy and past BS.
This really grinds my gears, I've spent hundreds on this game but refuse to spend anymore when they treat there player-base like dirt. Customer service is important but Trion just don't seem to care. The Gold-sellers have better customer service than trion by the Trove Flux for sale and I would sooner spend my money on them than in-game purely for the fact that they are kind, considerate, give you genuine responses to your querys and do there honest best to tackle and resolve any issues you have with the service.