Crystals bought in web store and yet not received

Hi,

I'm trying here because EA support through chat is so frustrating. I bought crystals through the webstore via PayPal on 28th January, the transaction is in my Paypal history and still I didn't receive the crystals. The first step that EA chat support asked is to change my password????? Please, is there anyone here that can really help with this issue?

Thank you.