My Characters Were Deleted By Nttgame After a Server Merger

I can't believe what's happened to my characters in my favorite game! I bought Premium and cash from nttgame.com and created 2 characters at level 83. However, when I logged in to my account after hearing about a server merger, I discovered that my characters had been deleted! I was so angry and confused, so I sent a ticket to Nttgame.com (Ticket id: xtm-847-32398) to report the error. Unfortunately, the customer service representative told me that they couldn't fix the situation and closed the ticket. I tried sending more tickets, but they were all closed without a proper response. I feel like a victim with no one to talk to about my issue. All I want is for them to refund the money I paid for Premium and cash, or to restore my characters. I provided my account information in the ticket, so it should be easy for them to find it. Their explanation for the deletion is that it was part of the merger rules, which were supposedly mentioned in the forum. However, in the forum it was stated that only low level characters would be deleted. My characters were at the highest level, so I don't understand why they were deleted. Here's the official forum explanation: "The 4 characters with the highest level on the merged servers will be moved to the new server and the other characters will be deleted. If the exp amount, level and rebirth levels of the characters are the same, the first character created in history will be moved to the merged server." I'm so upset about this situation and I feel like I've been cheated. I hope someone can help me get my characters back or at least get a refund.