Order says top-up failed but also says complete and delivered

I put in an order about an hour ago for a direct top-up, never received it. The order says top-up failed at the top, but the bottom says order completed and items delivered. My username and server are listed correctly, so I didn't put them in wrong.

Hi Gary,

Kindly be advised that we have escalated your order 9967031 for our respective team to investigate with the Publisher and shall notify you accordingly through email upon available updates.

We thank you for your patience and apologized for any inconveniences caused.

We have escalated your request to the respective team. We will close this thread and you will receive a separate update notification once the order is canceled.

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