Did not receive my skin

I bought coins to purchase the “Eternal life bundle “ I waited for the skin to appear in my legends but i never received it. It told me it has been claimed the purchase greyed out , I restarted my app and even had “help” for 2 days they told me to wait and wait but it never arrived. What do I do , I don’t want to purchase the 1800 coins again just to buy the skin and on top of that my 1800 coins that I used is gone so I got fleeced.