1: Google hasn't disclosed much regarding the technical glitch but instead they keep advising us to wait for their response and it is being looked into.
2: I have not escalated using the GMB forum, but will be doing so after your recommendation.
3: I have not escalated this matter using Twitter however I will be doing so after your recommendation.
Thank you for all your help and I will keep you posted in terms of what the outcome is in the coming days/weeks.
Regards,
John Vuong