I got a similar message yesterday... This is unacceptable customer service, You have 40 posts in this thread and no response from anyone... I know the community team is busy but something needs to be posted from someone within the company to address the issue. I can say that way more than the 35 or so people who've posted here had this issue and it really sucks for someone trying to catch up with the breakneck speed of level cap increases that have been happening (at least on S6) recently, to just get screwed out of resources that they need to improve their heroes to keep up with the meta, without any message from anyone.
But on a more collected note, you guys need iron this stuff out. I work IT, managing a website that maybe has 5-10k connections to it throughout most of the workday, I know this stuff is hard, I know redundancy is expensive. But if we keep having issues with stuff that the average user sees as simple(FP/Coli rewards getting sent, War launching properly, contest rewards being given out correctly, the game not going down for 12+ hours in the middle of the day for unknown reasons), your high end user base is going to dry out, and once the high end players start leaving (as has already been happening slowly) your casual players won't have a rabbit to chase to encourage them to buy into your micro transaction model, and will mostly continue to play the game F2P or at most make take the monthly deal.
Customer service is secondary to the availability of your service, but customer service is such an easy win, it's cringe inducing to see it messed up like this.