special creations crashing

i made two in-game purchases of wallets of sim cash to exchange into fashion gems. my account was charged the 9.98 and it showed as 'processing' on my bank account. for some reason, the transaction took close to 4 days to complete. Unknowingly, my card was denied and the transaction cancelled, literally days after it already was made. the balance has been settled with my bank account, but i have been unable to access any of my special creations. I can create new ones, earning fashion gems just the same, but when i try and wear one, the app crashes as soon as i select "special creations" in the change appearance menu. please help! i've sent like 10 emails and even called a live human to help. please help!!!!