Hi Mischief,
What i did was create an account on the heros charge forum so i could post messages there. There is a section there for "ingame issues". I noticed that Betty (Admin) was sorting out issues for people on a daily basis.
I tried to PM her, and also Ember another active admin, but their postboxes were always full. So i posted in the in-game issues section, including a screenshot, asking Betty to help me:-

Betty
i have been waiting 2 months for somebody over at tynon customer support to fix a glitch for me. I have to concede its very unlikely anyone is looking at the support tickets i raise. They are simply acknowledged with automated responses, then merged into previous tickets.
Is there any chance you can help me, or at least direct my issue towards somebody who can? It is a known glitch, and theres nothing i can do as a player to work round it. it is a severe handicap to any further progress in the game.
The last time i came here looking for support you asked me to attach a screenshot of the issue, so i have attached one showing i have defeated Prophet Ezekiel and my second substitue space is locked. Further more i cannot go back and defeat him again because the challenge button has now gone (should be next to the replay button in screenshot). I need somebody to help me please, could you see what you can do for me? the initial tynon support ticket raised (to which many others have been merged ) is 934223

Shaarky
Age Of Fire
Thunder Of Zeuss (server 4)
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next day Betty replied as follows, and the issue was fixed a couple of hours later.

Dear Leader
We will report your case to our production team and see if they would assign a developer to look into your problem. Thanks.

Best Regards
Betty

I hope this is helpful to anyone who has suffered this glitch, and i wish you all luck in getting it resolved.

regards,

Shaarky