Due to technical glitch we lost all XVG (including those in backup wallet) which we had on our user balances. This is very unfortunate and rare situation but here how we are working this out
For a second, let's imagine what you are saying is true. In this case I would like to know, what kind of technical glitch makes all back-ups unusable? Why did this glitch happen only with XVG? Why did it happened just before your vacation? Why didn't you cancel your vacation, to help your customers? Why did it take over 2 months of silence, before we heard this? Where are the evidence of this glitch?
I think this all just shows, how unprofessionally you have dealt with this whole situation. Losing a complete wallet and all coins of users, with back-ups included, is something you wouldn't expect from exchange. Then again, not many exchanges have as many problems and unsatisfied customers, as you do.