I went ahead and created a new thread for you. Now, in order to further look into this matter, please provide me the following information:
1. Your Activate name.
2. Previous and current level. (Only applies if the account was reset to level 1 or rolled back).
3. Any gems lost and dollar amount spent on gems. (Indicate whether or not gems were lost).
4. The device you are on as well as the iOS version.