Pre-ordered album, new song isn't available for me to download?

Hi all,

So a few weeks ago I pre-ordered an album, specifically Black Stone Cherry's "Family Tree", and received the instant download of their first available single "Burnin'". Then last week, they released a new single called "Bad Habit". I know thousands of other people through a Facebook page who have received this track, and it's not longer greyed out when I view the album in iTunes. However it hasn't downloaded to my iTunes library, and the button I'd expect to offer me the option to download it instead just says "Pre-Ordered" like all the other tracks.

I've been to the "report a problem" page but when it takes me to my list of purchases to report, it only shows me the purchase of the first single, there is no entry for the pre-order of the whole album despite the fact that my iTunes Store shows the whole album as pre-ordered.

How can I resolve this problem if I'm unable to report it via the page mentioned above? :/

Thanks!