Guild Wars 2

Well playing with some friends in Mist Spvp my screen blacked up and then logged me into my character select screen. Well on the character screen my two Level 80s (a guardian and ele) were missing and i had an error report in the middle. i click to say yes ok i see the error and the game closes and logs me off. after which i couldn’t access my account until a gm managed to help me almost 5 hours after. Logging back onto my account ALL 5 toons were gone and all my hard work down the drain. well i was locked out my friends watched my character and they said it has moved from were i was standing at the pvp locker well on the mini map is was off the edge. this all started at 6:30pm Aus time. and i have screen shots of my before this happened. Now i’v been told that since they can’t see a hack they can’t reroll my account back so i can keep playing even tho this all started with a game error. i would love my characters back and for gms to stop saying don’t share your account when no one has it and i have never shared it with anyone. can someone please help me before i call up on the phone

Ticket number – [Incident: 130725-001097]
to add any help with it. ty for responding