EDIT to update: My account appears to be buggy in terms of living stories (as far as I know). This has become an issue beyond CS's ability to help with. So case is closed at the moment, and thanks for the replies I already submitted a bug and hopefully it will get looked at by a dev. Thanks again!
I'm not here to try and bother Anet's GMs, but rather to get insight from players who may have had a similar experience and whether they found a resolution. As the title says, this is about spending gems that now cannot be refunded.
I'm a returning player who's trying to finish the LW storylines. I reached season 4 and was going through the episodes, when I couldn't do episode 5 because it was locked. Now, I know that people who missed the release window for the episodes have to unlock them through gems, so that didn't bother me. However, as I continued through that episode, I started remembering that I've played through it before. As mentioned, I'm a returning player, so it's been a few years since the last time I've played and there's quite a bit of details I no longer remember (until those memories are jogged). I definitely do remember the big moments (especially that one that happens at the end of episode 5...). Sure enough, when I checked one of my other characters, I had already completed it on that.
Meaning... that the episode should have been unlocked for me already, but for some reason, it wasn't for the particular character that I was playing in. And again, the reason this didn't dawn on me was because I couldn't remember details like the title of the episodes. I just know that back then, I got a bit far into season 4 but I wasn't sure how far along I truly was.
Obviously, something went wrong but now (and I guess reasonably so?) the GM who answered my support ticket is telling me they can't refund my gems because they can't verify that I have previously unlocked that episode before.
So my question is, if anyone has had a similar issue and if you could share what your experience was? Did you find a resolution for it or did you just accept that you threw money down the non-mystic toilet?