Compromised, Banned, & Denied Restoration?!

On June 12 my account was compromised. I managed to catch it while it was happening, so I immediately changed my password on battle.net, then logged into the game to boot the hacker off. I then reported the compromise via the web-form email system. Within about 5 minutes of me reporting it, I was thrown from the game and banned. The email stated that the ban was in place for "Exploitative Activity: Abuse of the Economy". This was obviously triggered by the hacker's malicious activities on my account.

I followed all the proper steps and made sure my system was clean and free of any viruses/keyloggers/etc., changed my battle.net password a second time now that my system was certainly clean, changed the password on my email, and also created an entirely new email address and linked it with my battle.net account. I then sent an email to [email protected] explaining my situation and asked for access to my account back now that I had regained control of my account and secured my system. They simply replied with a script stating that they had forwarded my petition to a character specialist - they didn't even give me any sort of time frame on how long I would have to remain banned for.

In the meantime, I emailed (and called) customer support about my situation and asked if they would please unban my account. They told me that they were in the process of investigating and restoring my account, that it would take up to 2 weeks, and that they want to keep me banned for the duration of the process because they don't want me logging in and muddying up the logs that they are examining in order to determine the damage the hacker did to my account. They told me I will just have to wait it out.

Exactly 2 weeks later they finally completed the investigation and restoration process and restored access to my account to me. I was relieved to finally have my account back after 2 whole weeks, only to log in and find that the only thing they restored to me during all that time was my gold on my main toon! I was still missing EVERYTHING - gear, emblems, honor points, profession tokens, bags, countless valuable items from my inventory and bank across all of my toons. My bank alt's guild bank was also affected and none of it had been restored. I promptly opened an in-game ticket, as suggested, to report all this property still missing. It took 6 days (nearly another WEEK) before I finally got a response to my ticket, and this is what it said: "Unfortunately, we were unable to verify the loss you have reported and will be unable to provide the restoration you have requested." .................

I'm sorry but that is absurd! You can't sit there and tell me that after 2 weeks of keeping me banned so that you can easily go back over the logs of the hacker, that you cannot VERIFY that I lost this property! I have a hard time believing that story. I feel like I'm being punished here when I'm the victim. I'm not about to spend endless hours regaining all my gear and items that were stolen from me, simply because someone at Blizzard made a mistake or isn't doing their job properly and to the fullest extent. If they cannot restore my account to the way it was prior to the compromise, then I will have no reason to continue playing the game. I have lost too much work that I've put into it. I am seriously considering canceling both my account and my husband's account permanently, and we will not be purchasing copies of Cataclysm in the future either. In fact I would go out of my way to never purchase another game created by Blizzard again. My money and my time would be better spent elsewhere, on a company that actually cares about their customer satisfaction.

I even purchased an authenticator keychain for $6.50 from the Blizzard store to make sure this does not happen again. So there is no reason NOT to restore all of my stolen property to my account. I cannot express enough how VERY disappointed and upset I am with Blizzard for how poorly they have handled my situation thus far. This has gone on for 3 weeks now. I feel that I have been treated unfairly and without just cause. This is no way for any company to treat a loyal customer of 5-6 years.