I just payed 19999 shards for phantom king and didnt get the hero or hero card my phone froze and went off the game please help urgent im an active player with 17,500 might and heroes levelling upto to 140
Your best chance is to contact live support which can be accessed in game via pressing the Settings button (bottom left of your screen) Live support should be able to help your situation and determine what happened.
If they can find some evidence that the PK was bought, they might help. But such thtings have happened to other players where the connection was lost and the exchange was not registered, In such a case I am afraid you are out of luck. But don't despair, you will eventually get the shards again, in time. This game does need patience. Just keep at it and you will soon be making 1000 shards per day. Good luck!