As the others mentioned, it sounds like your account was compromised. These kinds of investigations are time sensitive, so what we can restore is often based on when it happened and was reported. We do try to do what we can though, so even in situations where we’re unable to recover the majority of items, we try to provide what we can so that the characters can be played.
Unfortunately, direct phone support is unavailable as we ended up with so many contacts, many calling about issues that our staff cannot help with, and filling up the phone lines where folks were on hold for an hour or more and everyone else found themselves trying to get through passed the busy signal.
Our ticket system directs folks to the best contact method available. That can mean web chat or the call back option, though that is not generally available with current conditions.
I am sorry for the wait times, You might imagine with the current global situations and all of use working from home, plus the influx of folks playing, response times are not what we would like them. I would challenge you to find any company not impacted by this situation.
You will want to submit a refund request.