Steam Support ist f*** retarded.

When dealing with steam support never use word like keys, inventory, library, account, password, and some other ones I can't remember right now. If you do you will not even get to a person, it goes automated first.

Yup its as if steam support doesn't read the entire question...I had a similar response when I asked something a while ago, I don't remember what, but they responded asking for information I had already provided..

Had to write steam support many times and always received CopyPaste-answers after 1-2 days. I once got so angry that I told the poor supportguy what's shit about support and voilà: Problem was solved quickly
But just think about the following: EA support NEVER EVER answered. I couldn't use my BF3 key and asked them 2-times but they gave a shit. When confronting them via livechat they ignored me telling them about their @$%§-support and just told me to call them -.-
Microsoft support is best... I had the chance to talk about games with some chinese guy (very interesting!) while he solved my problem via remote. That was awesome :3

Steam support is awesome, and calling people retarded is a sign of immaturity.

Ranting, insulting like that is not advised. But I can understand what you mean, they only read a part of your first sentence, while you wrote a text. Then they copy/paste an automated answer, had the same problems before, needed to reply and reply 10 times before there was actually someone who could read. It happens not only on Steam though, you must deal with it and do like I said, keep replying without the insults.

Steam Support is terrible! I had a problem with Steam Guard popping up every time I tried to log in on Firefox. Their response? Lock my account and send a new password to a random stranger, who then went on to access my account and contact my friends on my friend list. So now I have to cancel my bloody credit card! Currently in the process of putting a complain in to the ICO for violating data retention laws. Idiots, the lot of them!

That really is the case with about any online support. The first reply you get back is pretty much useless and you have to reply back with no, it's this instead. The thing you have to remember is that a lot of people do ask support stuff that is invalid, answered in the FAQs or handled by the dev, not Steam.

What you have to do is reply back to it and go, no, it's a Steam gift. And I'm sure it's not helping if you worded it like you did in your post here saying I want my keys back. I'm sure you mean TF2 keys, but probably better to say the items you traded for it.