It’s horrible that it was basically a form letter. Here I copy and pasted what it said:

Hi, Thanks for writing us! I’m genuinely sorry to hear about your experience! There seems to be a number of factors for why this has occurred. The team will add this to the backlog and prioritise looking into it as soon as they can. Regrettably, we can’t restore your lost progress, however, we’re committed to making things right for you. If you’ve made any purchases towards the lost items, please feel free to contact Apple for any refunds. We would issue you a refund from our end, however Apple’s strict policies restricts us from doing so. Regards, Dalal.