Hello,
If you recharged 12 times but only received 11 recharges worth of ingots, you will need to contact Customer Support and put in a ticket. Here is the link.

Please keep in mind that it can sometimes take a few hours for a recharge to process, so it is possible that one of the recharges was simply delayed for some reason, but if it has been a few hours and you have not received your ingots, then put in your customer support ticket.