I'm having so many issues with preorders

Ok so a couple of weeks ago I pre ordered 5 seconds of summer's new album. Between then and now I accidentally downloaded one of their songs made available, thinking that it would be free because of the preorder. I was wrong. I realized this when my pre order came available. When it was available i clicked download and the only song that downloaded from the album was the song that I accidentally bought between then and now. So what I did was I reported the problem and got a refund for that song (a refund that isn't yet on my account):
Ok then I looked at my email and clicked the download link for the pre order and nothing is downloading. The pre order isn't there. And the only songs that I do have were the ones made available before the pre order:
But for some reason I have two downloads of the song: Everything I didn't say (the accidental download previously mentioned)
All I wanted to do was pre order an album from a band that I like. I doubt I will every pre order again but I would like for someone to please help me obtain my purchase because I'm pretty frustrated right now. I've already tried everything on this link: iTunes Store: About pre-orders
Thanks for your help and sorry for the super long explanation.

I also know next to nothing about video conversion but did you try this? I copied this from another thread. The instructions are at the bottom of this post.
The video must be in an iPad compatible format.
Copied from this link.
http://www.apple.com/ipad/specs/
Video formats supported: H.264 video up to 720p, 30 frames per second, Main Profile level 3.1 with AAC-LC audio up to 160 Kbps, 48kHz, stereo audio in .m4v, .mp4, and .mov file formats; MPEG-4 video, up to 2.5 Mbps, 640 by 480 pixels, 30 frames per second, Simple Profile with AAC-LC audio up to 160 Kbps per channel, 48kHz, stereo audio in .m4v, .mp4, and .mov file formats; Motion JPEG (M-JPEG) up to 35 Mbps, 1280 by 720 pixels, 30 frames per second, audio in ulaw, PCM stereo audio in .avi file format
iTunes includes an option for this. Select the video in your iTunes library and at the iTunes menu bar go to Advanced and select Create iPad or Apple TV version. This will duplicate the video in an iPad or Apple TV version. Select this duplicate version to be transferred to your iPad.

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