Hailuo AI FAiled To Generate Video But Credits Removed

I am a paid customer of Hailuo AI and recently used the video generator feature. On 19 September 2026, 60 credits were deducted from my account for a video that was never generated. The process failed and I did not receive any usable output, yet the credits were still removed from my balance. I contacted Hailuo AI support about this issue but have not received any response so far. As a paying customer, I find it unacceptable that credits are deducted for a failed generation and that there is no follow-up from support. I request that the 60 credits be added back to my account as soon as possible and that the technical issue causing the failed video generation be checked so that I can continue using the service without losing credits unfairly.