Can you please email them one more time and see if they can find any information on their end? If after about 72 hours you've had no luck let me know and I'll see if there is anything I can do. (Please note I am note responsible for the exchange, I'm just trying to help)
Hi Serena,
They have looked at it a couple of times, both times they say the transaction has been successful, which it has to some degree. I can't fault that logic
I can only assume its like a language barrier and they're not reading the full ticket or not fully understanding what I'm trying to get across
I'll wait for their response and then contact you back
The support ticket number is - 32419
Thanks for your time