NCoins disappeared from the account

[Alextraza]

On 10/4/2018, I purchased 2,400 Ncoins to buy a Chronicle Launch Pack. Ncoins were added on my account right away. But when I pressed a button to purchase the Pack, something apparently went wrong. An error occured which stated that "more information is needed." I was disconnected from my NC account. When I relogged the balance of the account was 0 NCoins, the Transaction history list was empty. In the meantime, the Dimensional trader has nothing to give me (checked multiple times). The online bank statement shows that the transaction is still pending. BTW, the second character got its cronicle pack with no issues at all.

Ticket number is 22018386. I still have not heard anything from them. I submitted the ticket 2 days ago.