If the wrong person knew how to give a rollback we would all be screwed I'd say. Yes it sucks waiting, but people do have lives and things have to be accounted for before it can be done in some cases and it isn't a 1 click fix lol. Back in the fall i was getting bugged like crazy, it was quite frequently, and it took 3-4 weeks plus one time, but what can ya do? It was around xmas event time sadly. There were a number of other things contributing to it as well. They will take care of you, guaranteed. We don't have a HUGE community and with all the time zone differences you have to take into account that, I just kept missing the GMs tho in all honesty towards the end so I added atleast a week to that *derp*.
I feel for you tho, anything I can do for you hit me up. Time takes time, I hate the saying but dude I work with always speaks in riddles. Reminds me of the old guy from the Boondock Saints movie who owned the bar, his words were "well you know people in glass houses sink ships" ^^, kills me every time.
Best of luck mate. Sorry for rambling and going off topic.