What do I do????

I had an issue where I used a cosmic awakening gem on proxima midnight 5* gem and I reached out too support for help with my issue and they did a half a** job they unawakend proxima within 2 days but its going on 4 days since then no response from support about me getting my awakening gem back and every time I start a new ticket it gets closed down and says it's being addressed in another ticket but the problem is that's it's not I get no response at all about why they unawakened proxima and didnt give my gem back it's been a week or dang close too it so my question is wtf do I do these gems are too hard too come by too not get my gem back hell if they cant give it back atleast re awaken proxima and say it cant be done. So any help from any1 at kabam would be great.