That is indeed true Please be patient and submit as much information as you have to support
Here is an official announcement by Community Manager, Ghost, for your reference:
Ghost's announcement in Discord:
We are aware of the issue regarding Aurum top-ups at the moment, whereby you purchase aurum, transfer it to your character, but the process does not complete and you balance displays as "0".Please take note of the following:
- Your Aurum is still physically there on your account, it is not displaying correctly however. Your aurum is not lost.
- If you are affected by this issue, we urge you to contact our Support team: support.my.com/games/kbPage/779/
This issue does not affect all users, but if it does affect you, please be assured that your Aurum is there, and if you encounter this issue, please contact support as stated above.
We will further notify you when this issue is resolved.