Online purchase and haven't received the crystals

The response I just received via in game message, states that I only made 1 purchase on this account on the 20th. However, they responed that based off of the invoice purchase number i showed them, that it went to a different account. I don't have another account. If the purchase was redirected to another account and they can see where it went, than by all means take it from that account and give it to me since I purchased it.