I had an issue with with the Web exclusive Malgus pack which gives 40 of his shards (roughly £25/30 by memory) and some relic materials. It charged me twice!
instead of giving my money back for the second purchase (which I didn’t even know had gone through nor authorised) i received the amount in crystals which I worked out to be well below what you would pay if just buying crystals anyway.
Opened a ticket and never heard a response back. It seems More often than not when actually trying to talk to Capital Games it’s complacency at best and negligent at worst.