I have been back and forward with the customer service about an incident last Friday/Saturday. I logged on to find my account blank. All characters were deleted.
I contacted your service team as prompted by this forum board. They told me the characters were definitely deleted (obviously) but that the account was not compromised., therefore it must have been me that deleted the characters.
I explained and showed all the information. Gave them my IP address I use to log into the account and the hackers IP address that had logged into the account they were clearly different.
They said that they would not offer me an account rollback and I am now left with nothing to show from 400+ hours of gameplay.
Now I understand that account security is my responsiblity but I’m very disappointed that nothing, not even a good will gesture had been offered my way. I’ve emailed them again with yet more information but now they are just ignoring me. Hopefully this may be addressed so future players don’t run into this problem.