Restore Purchases Issue

Bugabood

Why is it that after my flipping character got deleted when I got a new phone cause when I logged in Facebook she was gone but the point is I started a new character and keep trying to restore my purchases it tells me they are trying to get purches to me or something along the lines of that I've contacted support and they said if I showed them a receipt I would be reimbursed but they haven't replied in days I just am at the point of loving this game so much but hating that my money is being wasted, idk 😐 help?