Used gems to purchase energy in Merge Academy.

i have same issue, again. i went thru same thing last month.  reached out to appropriate channel, sent in my book of information,  energy showed up a couple weeks later. then earlier it happened yet again and now energy was taken when i leveled up. very irritating. not interested in jumping thru all the hoops again, but lesson learned. i will not buy anything else and i am seriously thinking about cancelling pogo altogether.