Transak not paying out

I bought 70 NZD worth of ETH yesterday and found out that the crypto I bought didn't appear in my wallet, the address is correct, Transak's software tells me the order is complete, yet the money has been taked from my bank account and when I put my address into a wallet lookup, the ETH isn't there. I have gotten in touch with support and they gave me a useless chat bot that just told me the order was completed. Has anyone experienced something like this/knows how to help me. Thanks.