I just experienced this problem. I didn't choose to rollback and went back to the main menu and quit the game. Now it's offering to resume an empty city I never created called "Cedargates" in a region I've never played in. I estimate I must have spent at least 20 hours on that city and now it's lost. Our time is more valuable than this. Why should I continue playing this game if it's inevitable this will occur again?
I will also not wait hours on the phone to only be denied a refund. EA is suppressing our rights as consumers. We should be able to dispute the quality of the services they promised and expect to be compensated appropriately. A refund should be one of those options. I've initiated a chargeback through my bank.
