The rep I was unfortunately assigned to has made all sorts of excuses to why I lost my progress (playing on multiple devices, uninstalling and reinstalling the game, etc) Basically all reasons to place blame on me, the player, and not the buggy app itself. I took a break from the game and when I returned a short time later I saw that I'd been knocked back to level 3589. I noticed that it didn't load the gold bar reward for that, but I kept playing for a few more levels and reached 3593. There seems to have been a bug in which the game failed to save after I completed an episode race in 2nd place. It took nearly a week to get in touch with a live rep because they seemed content to just send me bot emails.
I've reported to customer service that I lost progress to my game over a week ago.
