Received crystals instead of Characters

Hey i just bought both of the Rogue One Lightspeed bundles from the online webstore, and i only received the characters from one of the bundles. I received 2.070 crystals instead of the characters of the bundle for 15USD, i don't want these crystals, i want the characters i paid for. I have opened a ticket in the in-game help, but i have yet to get any help. The only thing that i have gotten out of it yet was a 250 crystal "apology". Can anyone help me get my characters or a refund? Thanks