My characters were all deleted and my goultines were all spent

I logged into dofus touch last week after a year or so off and all of my characters and items were there. The next day when I signed into my account the characters were all gone and I had a sex change potion waiting for me, having no goultines left. I noticed this after I received an email that somebody made a purchase on my account in the middle of the night. 

I sent in a ticket to support a few days ago and haven't gotten a response yet and wanted to make sure I'm proactive and don't get missed. Thank you for whoever works on this, my ticket Id # is 2604606.