They clearly stated that they don't give a shit about your character and that they will not recover it.
They will try to fix the bug (hopefully, at some point, for future players), but they won't spend time recovering you character.
You are just a number in a lot of players, no matter if you wasted hours on it and they destroyed it with an update, they don't care.
You have to farm it from scratch.
Or quit the game and never look back.