Not receiving APEX Coins and incorrect spending records

Almost two weeks ago, I purchased 6700 APEX coins, but I haven't received them. There are three deductions in my order history, two of which failed and one succeeded. My account was deducted from the balance. The order status shows that I have received the APEX coins. When I enter the game, my coins have not increased. I contacted customer service about ten times in total. One of them asked me to wait for the refund. After a week, I still haven't received it. I contacted customer service again and the person told me that I had received the APEX coins and had used them. I am confused because I didn't receive any coins at all and never used any coins. The last time I contacted customer service, they told me that they can mark this as a bug but they are unable to fix it directly or give me coins, so I am posting this article here, hoping to get a response.