It sounds like they misunderstood the situation, that can happen on issues that are just emerging or impacting a limited amount of people.
As I mentioned, this is being looked into which usually means that we do not have a course of action yet. It may be something that a Game Master needs to assist with but odds are that the Developers will implement a hotfix that will address it. In either case, I don’t believe they’ll be able to do anything right now.