Im not sure if your suffering from a bug or if maybe your not quite doing it correctly. I would try this.
That is the thread for our GSC client and information for connecting to the live player/developer chat.
If you don't mind, jump in there with the GSC client and see if somone can help walk you through your problem. If they can't, one of the developers is in there normally and you can either submit a bug report to them or one of the QA team members to be looked at.
It may be an issue where your town needs to be looked at but without you checking out all the options you won't know.
You may also want to submit this as a bug in the technical support forums with the following information
1. log1.txt file
2. Account Name
3. City Name
4. Slot number of city.