Based on your postings, you paid Fongo in good faith. You're a paying customer.
If this situation were happening to me (and provided I'm using the official app), frankly, I would strongly consider filing a complaint with CCTS:
https://www.ccts-cprst.ca/for-consumers ... aint-form/. Well over a week has passed since the initial contact was made.
I could see a potential issue where someone has installed an app from an unofficial source and had payment not work properly (or even worse, had payment end up somewhere else). Otherwise, I can't say I wouldn't find this situation disconcerting as well.
https://support.fongo.com/hc/en-us/arti ... ngo-Mobile"App Downloaded From Wrong App Marketplace
If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.
Please ensure that you get Fongo apps from the correct marketplace:
Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices"