Customer care refusing to restore purchased currency

emmaenoora

I restarted my game this past week and contacted customer service, because I noticed that I was missing in game currency (1774 Diamonds and 1980 Kstars to be exact). I received a reply stating that no in game currency is restored when restarting the game, but this goes against what it says in the pop-up that shows up when restarting a game that states "Purchased currency will be restored" in the very first sentence. I pointed this out and requested for the currency to be restored but was denied and told that this is not possible. I'm very disappointed and frankly quite upset, because I never would have restarted my game had I know that I would lose hundreds of euros worth of currency when restarting, when the game itself tells me this will not be the case. I would like to either be compensated for the currency that I've lost or receive the currency in-game, but am unsure how to move forward, since customer care is denying my request. I have screenshots of all purchase receipts and have also provided these to customer care. I desperately need some help.
@kokokokonut @eggsandbananas

emmaenoora

Here is the pop-up that states purchased currency will be restored. @eggsandbananas @kokokokonut

emmaenoora

This is the answer I received from customer care after I pointed out that the pop-up states that purchased currency will be restored and had provided receipts for the purchases in question. @eggsandbananas @kokokokonut

kokokokonut

Hi, I'm sorry you're having trouble.  The studio opens tomorrow morning, and I'll see if I can get more help for you. .  

emmaenoora

kokokokonut said:

Hi, I'm sorry you're having trouble.  The studio opens tomorrow morning, and I'll see if I can get more help for you. .  

Thank you so much, that would be amazing!

eggsandbananas

Please send me a PM @emmaenoora with your Hollywood ID.