Merge Academy - spent gems but did not receive energy

I purchased 3400 coins in the Merge Academy Store at a cost of 1,250 gems. The gems were deducted from my total but it did not give me any coins. I talked with an "advisor" named "Sarthak" at EA and he said "their best people were already working on the problem." But they immediately close the case and did nothing. Purchasing gems is expensive and to lose them because your game was not working properly was totally unfair. I appeal to you for help. Help me to get the coins I purchased.