Could be any of several reasons, here are some I've thought of:
It takes time to investigate issues.
Support has more than just this issue to tackle.
It hasn't been very long since it was reported.

I'll be closing this, the people affected have been contacted and it's one of those in-game issues that would be best taken to support.toonslab.com.

For anyone who has this issue in the future, I would recommend contacting support. To those of you I've contacted: if you have any further questions, feel free to message me here on the forums.