Rank up issues

Today I finished Variant 2 and received a science 5* rank up gem for rank 3 to rank 4. I went to use it on Red Hulk and accidentally hit the other rank up option and used catalyst. I put in a ticket asking to exchange my rank up gem for the catalyst used for the rank up. I have been told that the game mechanics won’t allow for me to rank down because I leveled up the champ already. I know that’s a bogus claim because I’ve been playing for a long time and was playing when y’all gave out rank down tickets before. I’m not even asking to rank the champ down. I just want you to go in and give me back the catalyst and take my rank up gem in return. I know u can give items back that have been spent already because back in the day y’all gave me back battle hips that were used to enter a catalyst clash arena by accident. I e also been playing long enough to remember times where people who I rewards from you because of errors in the gameplay and you took there champs back down that they used there catalyst on. Please do the right thing and help me out. I’ve spent enough time and money on this game over the last 4+ years that the least you can do is help me out over a this simple mistake I made. Please help!