I purchased the Amazon STO collector's edition, and activated the account a couple days ago, but only received the red matter capacitor. I did get the Amazon edition, so I thought I was going to receive an X amount of Zen, Borg Doff...etc. I've already submitted a ticket for the other day but haven't received a response. I am SURE this is a dead horse, and I did see old threads... I also know posting in old threads is taboo, so I am making a new one. So here it is! Thanks!
My last ticket took 9 days to get an answer: asked on the 23rd and answered on the 1st of August. You probably should expect about the same amount of time for an answer.
The Liberated Borg Boff is generally found under the Legacy tab in the C-Store section in-game - that's where mine is, at least. I can't answer about the Zen.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
The Borg Boff was listed as an Amazon Pre-order so it is entirely possible that it is not available from them anymore. All the Collector's Edition includes is the Red Matter Capacitor, DS9 uniform, and TNG uniform and it is highly possible to get the uniforms through the C-Store. The DS9 uniform was given away for free this month.