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So sorry you're having this problem, Eliza. I went through similar frustrations when trying to dig up the severed arm in the chest on Isla Cangrejos. On server after server, the chest would either be empty -- or already dug up and impossible to open.
I hope you have sent in a bug report, along with a logfile. DON'T leave it at the Live Chat stage. (I know they mean well, but I have found them less than helpful.) Once you get an issue # by return email, send an additional email referencing it right away with the request that the problem be "escalated to the engineering team". Don't wait for days to pass before following up on the report. (Remember: The squeaky wheel gets the oil.) Calling live support on the phone can also get you some added attention.
FYI, every major bug I've encountered -- such as the Cangrejos chest issue -- has usually been resolved within a couple days of sending in a bug report.
Good luck!
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