Charged twice for one episode pass, received crystals for it

Product: Star Wars: Galaxy of Heroes
Platform:iOS
What type of device are you experiencing the issue with? iPhone 13
OS Version 15.6.1
Ally Code: (Find it here: http://bit.ly/AllyCode ) 616-732-122
What type of issue do you have? Missing Rewards
How often does the bug occur? Rarely (0% - 9%)
Summarize your bug I purchased the episode pass via the in-game store on the PC client and received the episode pass as well as a mail containing 2800 crystals saying i have received these crystals for going over the purchase limit of the episode pass. I then checked my bank and noticed i was charged twice. I do not wish to keep these 2800 crystals and instead want a refund of the money since i was charged for 2 episode passes, or another episode pass for this new season as it is of equal value. I was told that this case was escalated to a specialist team to be investigated, yet it has been almost 2 weeks with no reply in-game.
Steps: How can we find the bug ourselves?
Connection Type Wifi
Please select your region Asia
Country Singapore

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Essentially, I did not purchase the 2800 crystals yet received it and was charged as if i bought it.