R2-D2 LSB purchase issue

I purchased the R2-D2 LSB on the PC client. It said purchase complete then was stuck on endless loading, so I was forced to close the application. I launched client again and I got crystals in my mailbox with a statement saying "Sorry this is the best way we can compensate you". I do not want crystals I wanted the LSB. I got an email confirming the purchase was complete with an order number. 

I tried to put in a ticket, but it was very sketchy and I don't know if a ticket was even submitted because I didn't get an email or anything just an AI chat window with wishy washy promises. Can this be resolved? If not I will file a claim with my CC. 

Ally Code: 925-692-639