Replying to paying customers with "You need to realize" is terrible customer service. I understand the bug was unforeseen, the timing was terrible over the holidays and I'm sure your skeleton staff have been stretched. Having said that, there is no excuse for a customer service agent, officially representing the company, to vent frustration at the paying customers.

YOU need to realise that the response given is the bare minimum at the 11th hour.
You need to realise that passing the blame on to the mods only advertises internal incompetence.
You need to realise that we know we're trading real currency for a made up one, in a made up economy, where you can literally type whatever you like into existence, and choose not to. Opting instead to barely cover the initial loss (or not, as leftover points will be scrapped by this compensation model), and ignore the trust lost.
You need to realise that we can go elsewhere with our money.