First things first, this is a rare issue. But when it DOES happen (usually do to a browser or PC issue), we can certainly rectify this for you.
What we'll need to know:
-The time frame you made the purchase
-The type of package you purchased
-What happened before? Did it error and you didn't see your coins, so you tried again? Give us as much information as possible, and our CS manager will investigate :).
Contact us at firstname.lastname@example.org so we can check your concern accordingly.