I didn't receive my crysta for a week now

On September 1, 2021 I was trying to buy 1099 crysta for my subscription fee however an error occured during the transaction but my payment still went through and I didn't receive any crysta up to this day. I immediately contacted support after the failed transaction but I have not received any new updates whatsoever and the only thing they sent was on September 2, 2021 which said that my ticket was received properly. Now on September 7, 2021 they sent a customer service survey... My problem was not yet solved and they already sent me a survey which I promptly give dissatisfied answers. Does this mean that they already solved it? But I have yet to receive any crysta whatsoever. Its been a week and this issue has yet to be solved so I have not been able to play FF14 due to this problem. I'm contemplating whether or not I should refund the amount I paid since I have yet to receive my crysta for a week now.

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