Missing last ultimate material for slkr journey guide

I played through all 10 of the final stage and only received 9 of the material. The game crashed and said the client had to be restarted after my fourth or fifth attempt 4 weeks ago. I've reached out through the help tab in the settings menu  for help and received a message back three days ago asking for more information. I gave all the information I had and attached screen shots but I still have not heard back from them. Any ideas on how to get this issue resolved?

Ally code: 177-663-782