CX-2 webstore purchase not showing in game

Ally code?

My Ally Code: 389-243-698

HI Jolemi106​,

We've checked the logs available to us but were unable to find your purchase of the CX-2 Surge Pack. Any further details you can provide?

I received this message from EA help which shows that they can see that I did purchase the 5999 crystal pack for CX-2, but they said that they were unable to help to restore the purchase and to get in contact this way. Their message said that I received 31 shards but they never showed up in my account. This would make sense if you have no record of the purchase. 

Unfortunately this also reduced the amount of rewards I received from the executing orders II event for the whole week and possibly also from the knightfall event due to my CX-2 not obtaining the star level that he should have been on from the addition of the missing character shards.

Any updates on my purchase EA_HighCommand​ 

Hi Jolemi106​, and sorry for the delayed reply.

Unfortunately, after checking the logs available to us once again, we are unable to verify this purchase on our end.