I've had 2 issues resolved and one still pending. The first resolved issue was on the old system and took 3 days.

The second resolved issue was on the new system and took 8 days. I never got any reply on the ticket itself, or any emails, etc - but on the 8th day the package I was missing was waiting for me when I logged in.

Note - both of these issues involved purchases made on Age 2 and either not getting the coins or not getting the related packages.

My current issue involved Age 2 as well, but nothing to do with money. It is about glitches with the Facebook gifts and getting a "character not created" message about my cousin's city even though she is there and playing. That one has been sitting in queue for about 5 days now, with no responses and no fix that I can see. However, this is a bug that many others have talked about, so it may not get fixed for me until they find a way to fix it for everyone.

That's all I can tell you about the new system.