lost everything

if i go to the world and visit then go back to mine i lose everything i have spent alot of money on this game was up to level 18 had 2 horses had two toddlers had swim house had pets one cat one dog.i reported it to firemonkey on 01/09.2015 still no answer from them.my cooking level was high i finally got cutting boards and it lose it all will **bleep** someone off.then dont get any help.i play on my tablet. now im back on level 13 with only 13 people i had so much i even had money, ls ,sp ,then when i go in all my people are on red this is messed up