Would have thought it would be much easier to get results based on my personal experience.....
I had 500-600 donuts vanish when the Buck update hit, so I emailed my receipt of purchase and stated what had occurred. Basically I figured I was out of luck but wanted to try to get help. It was basically just my scouts honor they had to go by lol. But within the 72 hours I was emailed a very simple reply apologizing for what had happened and was credited 600 donuts. No phone calls or haggling just fixed it. Issue resolved.
Now, you'd think they could get a free character into your game?.....