Did i get scammed by Epic Games?

Did I get scammed by epic games?

I bought a month ago a light speed bundle , but I didn't get the characters, I got a message about some error and I got 2800 crystals instead. 

I made a ticket but they answer after 2/3 days always.
I had to explain everything again every time I got a new moderator. 
After a month, some admin (gowri) said this to me. 

I made a new ticket because I wanted to know when I would get the characters, and then a moderator named Meghama told me that I got all the items (crystals) . Did they scam me? I m tired going after them since no one is helping, but I really want the characters. 

What more can I do?

My ally code is : 872-615-725