Did you double check to make sure that you logged into the correct channel on OS or if you may have accidentally logged onto Phoenix by mistake.
If you're a UM you will have wanted to make sure you had logged out in a safe place and always carry regular res runes on you and to have a conti running. It's not AGE's responsibility if you don't run what you need if you loose a UM, unless the res rune was bugged.
Though if you feel that it was a mistake on their end you can send a ticket to: http://www.aeriagames.com/contact/support
You'll just want to provide screen shots of the toon and provide any relevant information. Though there is no guarantee of getting restored.
The only other way to get a character restored would be to buy a Character Revival.
Just a side note: At lvl 15 it's fairly easy to get restarted with parties and cheap plvls.