Please keep us updated on this. I have spend about 20 dollars a month on gem purchased since i've started playing. I love ANET and always want to support it. I know they're not running a charity but a business. But being a business means customer service. I am willing to botcott the gem store if your issue does not get resolved. They will need to see that they are accountable for customer service and consistent one at that. The part that irks me is that it costs them nothing to restore your purchase. Literally it took more time to write that letter than to fix that problem. (Unless it's a copy-paste form letter)
RinoaRita -- I am not the OP, but I want to assure you that the OP was refunded his gems, with an apology for our failure to do that immediately. It was human error, and we'll address it with a reminder to all agents to carefully review the situation and give the best and most player-friendly response possible. Just wanted you to know. :)