Google Play Customer Service is PATHETIC!

Google Play are absolutely pathetic in their customer service! I tried to buy a gem pack for Pocket Styler, using prepaid airtime on my phone, which always works. This time, I get charged for the transaction, my airtime is deducted, but when I check my game, no gems. I check on Google Play, and the transaction shows cancelled, and I can't even request a refund. So I send them an email... Only to be told that it is a pending charge from the billing operator and should be reversed "eventually".. They can't even explain it to me, even after I tell them it can't be a pending charge as I am PREPAID. the transaction was billed and is gone from my airtime. All I get back is a second email re-iterating that it is a "pending"charge! Pathetic!! I have been ****med out of my money and my gems for my game and have received Nothing. Pathetic Service!!!!