6+ MONTHS of No Resolution on Ticket #257006 – Lost $269.78 in Purchases Due to Support Error

To the MPQ Community Team and 505 Go! Support,

I am requesting immediate assistance and escalation for a critical issue that has been unresolved for over six months (since June 2025). The root cause was an error made by customer support that resulted in the deletion of all my recent progress and real-money purchases.

My Support Ticket ID: #257006

The Core Problem: Incorrect Account Sync and Lost Purchases
In June 2025, after deleting and redownloading the app, I reached out for an account restore. Support manually synced my profile, but they used the wrong data—my very old, inactive Facebook-linked account—instead of my current Apple ID-linked account, both of which had the username TheBrianRoth.

This support error deleted all my progress and rendered $269.78 in purchases unusable.

The lost purchases, including time-sensitive VIP memberships and Season Passes, were made between May 29 and June 17, 2025.

I have full purchase receipts and have offered them multiple times as proof of ownership.

The Support Failure: Six Months of Systemic Delay and Lack of Accountability
Despite following every instruction, the communication from support has been non-existent, delayed, or resulted in them asking for information I had already provided multiple times.

Systemic Failure: There is no public phone number or direct email to contact your team, and the support ticket system has been proven ineffective. Crucially, there is no clear path to escalate an issue to a supervisor or management to bypass this broken queue.

Timeline of Neglect:

June 17, 2025: Original request submitted.

Late June 2025: Incorrect account data was synced, deleting my purchases.

July 2025 - November 2025: Submitted multiple follow-up emails (July 8, July 31, Aug 8, Aug 28, Nov 7).

Responses were consistently delayed by weeks or months (not the stated 24–72 hours).

Support repeatedly asked for the Username and receipts despite having them.

In November, support stated they were “unable to locate your lost account with the information provided”—despite all information and the original incorrect sync proving the data exists.

Desired Resolution
I have now made several months of new progress on the current, incorrect profile. I no longer wish for the old account to be restored and risk losing my new progress. I have provided receipts of all lost purchases and demand either a credit/refund in the amount of $269.78 or comparable in-game compensation to my current account to replace the value of the purchases lost directly due to your support team’s error.

This issue must be escalated immediately. I am available to provide my Player UID and all receipts to a supervisory representative who can finally resolve Ticket #257006.