You do realize this is 5/10/2017 and the incident occurred on 4/29/2017 so the environment that you tested in does not match the environment that the issue occurred thus not allowing you to see the same testing environment including phone device, OS version, etc. You testing from your end on your device does not simulate the same. There is always an escalation. Everyone has a boss. The in game support also said there is no escalation and no business I have ever worked for did not have an escalation system. The amount of time it has taken from all support I have reached out too this could have been fixed already. It is not that time consuming to write an update statement to the database.
