I returned to Diablo IV after some time away when the expansion released. To my surprise, two of my characters were missing.
I immediately contacted support and, after a few weeks of back and forth and investigating, they’ve exhausted all their options in determining what’s happened to these characters - ie, correct Battle.net account, not deleted by player, not hardcore characters, etc.
In fact, they’re unable to see any evidence that either of the 2 characters ever existed at all. I know for a fact that they did, though, as I have a screenshot of one of them (I screenshot all my characters so I’m not sure where the screenshot of the other screenshot went!). Plus, some of my regular stream followers were able to recall the 2 characters in question.
Support recommended I create a bug report on the forums here so that it can be investigated further than they’re able to investigate.
I put a lot of time and some money into trying to get the perfect looks for these 2 characters (as I do all my characters as I’m known for re-creating Marvel Comics characters in games with character customisation) and the fact that 2 of my characters have disappeared without a trace is extremely frustrating and upsetting!
So, Blizzard, can someone there help determine what’s happened to these 2 characters, if they can be recovered, and, if not, whether you can offer any compensation for the lost time and money?