One of my buy order also experienced the exact same issue. It was placed on Dec 7, 2013, and it was supposed to credit last week as well. The ACH (A1TBCFQ3) was cleared on Dec 11, 2013, and the bitcoin (11UARZ7A) was just released today. Apparently, My transaction was lucky enough to be in one of your "handful" lost jobs.
The worst thing is, during this whole time, my support ticket was never answered and is still unanswered. There is no indication that it has ever been read by a human.
Since you admitted to guilt, I shall be entitled to the bitcoin credit at today's price as well.