Any help?

hope this is the right forum, keeping it simple i purchased bitcoin with a debit card via coin gate simplex. I used a wallet that usually regenerates it's wallet address when purchasing, there was a slight problem as in i needed to leave the site to confirm with my bank but was too late so i had to renter my details but other than that it seemed to go well. I got emails confirming payment and then received my payment id and transaction id but didn't get the bitcoin. I tried to contact simplex by sending them an email but annoyingly all i got was an automated email telling me to make sure i waited more than 3 hours it had been over 24hours at that point) and then another email asking me to rate the customer service. When i went onto my wallet app all i could find was a bot telling me that i should contact simplex for further help. Via blockchair i have been able to find my purchase so i know it has been registered in the blockchain and theoretically no matter my address the bitcoin should still have been sent to my wallet but it just hasn't. Any help would be appreciated.