The Answer HQ website is a member-driven discussion site designed for self-help, and the CMs are few in number, only present during normal working hours. The current Simcity was released three years ago, and last updated two years ago. Maxis, the developer, had several bad years in a row of releasing games that were poorly received, and probably had been poorly designed.
Maxis is now out of business, and no further patches are forthcoming, sorry.