Account restoration dismay.

I am not the kind of guy to get annoyed about not having everything happen as I want in a timely manner but I am really hitting the end of my rope. I was recently hacked and looted, many toons over 2 realms. I was upset but problems solved I can log in and gm ticket sent in. I also noted that sense I have alot if they needed to restore first to make it this character and one other because they are the ones I am on the most and such.

Gm says oh no need everything will be restored in one restoration. Well, five days later I get an email saying my toons on a realm I rarely play have thar gear restored while on my characters I actually play.. nothing. I am a little peeved. GM say's they restore everything taken at once and they don't do that. On top of that I'm staring at a escalated ticket(for over a day) about the fact I still don't have my gear and items restored on the toons I wanted priority on in the first place! Blargh.

What's going on here? Why would they restore half my toons and not the other half? How long is this ticket going to be escalated. When am I going to get this resolved? I am trying to raid friday night and from the looks of it I'll be missing that again. Help.