Air Asia — Website crashed and complementary baggage not included now asking 9k for baggage

Booked flight through airasia website. Payment page website crashed, Reached out customer support to retrieve my booking number, After seeing booking noticed selected complementary baggage not included. Again spent almost whole day waiting in queue to reach customer support and explained my issue. They were saying i didn't select baggage and show the proof of website crashed. I referred the earlier discussion to retrieve booking they didn't accept that and asking me to pay 9000INR for baggage. Flight cost is 17000INR and why should i pay 9k more which is mentioned as complementary. Again reached customer support the closed the chat without resolving it.
Here are my details
Booking number: 07ZB3A
Name: Mathivanan Lakshmanan
Booked flight from MAA to KUL