Guild Wars 2

I purchased gems Friday 9/14 and received the message my card had not gone through but when I checked with my bank the money had been taken out that same night. On 9/15 I opened a ticket about it and as a response all I’ve been told was to register with GW2 support site. I’ve received a ticket number (120915-001667) and the status just says updated.
Is anyone out there having this issue? You’ve paid for the gems but have not received them? At this point I don’t know what to do to get a response from GW2. I’d like to either get my money back or the gems I tried to buy in the first place.

I purchased gems Fri 9/14 and received notice that my card failed but yet I was charged for the gems. I opened a ticket on 9/15 and as of 9/19 all I have received in information was to register with the support site.
Is anyone else having this issue? Where you’ve paid for the gems but have not received them or any response from GW2 support?
I have a reference number (120915-001667) and the status just says “updated”.
At this point I just don’t know what to do to either get my money back or get the gems I’ve paid for. Any ideas out there?