Purchased Malicos - Didn’t receive

I purchased Malicos last night through the web store, logged into the game went to collect him in mail, mail images and writing were glitched, and on confirmation I received crystals and a message saying “ it was the best they could do”

I do not want crystals, can I please get Malicos or a refund? Thanks

i have been waiting for it to process since purchase, it had dissapeared from the store and now reappeared with the following image

Ally code - 889-881-746