They did… From the looks of it, they are still looking into it and there hasn’t been any new updates. Sometimes, it is pointless to continue to say “hey are still looking into it” when there is really nothing to update on.
CS that you speak to in game might not be the same ones that speak on the forums here so if you make a ticket and they say they can’t see the character data, then there isn’t much they can do other than wait.