Lightspeed bundle characters not added to my account

Yesterday I purchased the Rey lightspeed bundle but my game crashed and the characters never appeared in my roster. I contacted the help yesterday and they told me to wait 24 hours so I did and nothing happened. When I contacted them again today nobody has taken my ticket and it has been well over 36 hours at this point and I am quite frustrated. I’ve tried to restore my purchase multiple times but it hasn’t done anything. I purchased the bundle on the desktop version, and the bundle no longer appears in the store regardless of logging in on mobile or desktop. The purchase did give me a confirmation email and the money was taken out of my bank account. Posting this here in hopes that somebody will see this and be able to help me.