[2020] Account restoration not completed?

Hey guys,

I have literally just made an account for this issue as I am at the end of my rope in terms of options I have left. I seem to be having the same issue another poster had here - https://www.reddit.com/r/Guildwars2/comments/4mc8gp/account_restoration_gone_wrong_anet_believes_no/

On July 5th I was hacked late at night (I assume) and lost everything of value. I got lucky and noticed it almost immediately as I have a habit of checking my GW2efficiancy page before bed to see where I stand in terms of account value (yeah I know).

I created a ticket (2268661) at about midnight and got a response a day later saying they had deemed my account compromised by a third party. They had me change passwords to my email, account, and check for viruses, etc which I did.

After that I received an email about an account reset, so I changed my password again (I had not logged in since so they must have locked the account in the interm) and requested an account rollback. Apparently they don't rollback anymore so they responded to my request by just in-game mailing me items they deemed lost in the attack. Their response - "We have returned the items and coins that we found to be missing. If you have any other issues, please let me know! :)"

Now I logged in after that and saw they restored nothing that I had lost in the hack, but items I had personally sold before I was compromised - also in quantities I never had. Here is a list of what was restored (incorrect quantities):

Ley-line energy converter x2 (I still had this after the hack so it was not effected, I now have 3) Glob of Ectoplasm x208 - I had over 12 stacks of these, as you'll see in the album I'm going to link Vicious claws x6 Vicious fangs x6 Vial of power blood x5 Elaborate totem x64 Armored Scales x156 Ancient bones x130 Powerful Venom sacks x150 Piles of Crystalline dust x16 36 gold

And that's it. The hacker had taken all my gold which was about 116g, all my ectoplasm which was at least 12 stacks, and some mystic coins (I only had a few but can't remember how many). None of these have been returned with exception of about 2/3 a stack of ectos (see above) and 36 gold.

I had been fortunate enough that I took 2 pictures of my inventory before the hack (first 2 pictures of the below album) to show a buddy of mine how many ectos I had, along with gold as I had never had this much ingame wealth before. I sent these screenshots in response to my ticket and they said they would look into it.

I've now received 3 responses saying that they have restored the items they deemed lost in the attack - but how can that be when they restored the wrong quantities, and items I myself had personally sold before the hack?

The real kicker here is, I had spent about $100 Canadian on gems to convert to gold to buy these Ectos - and with them not restoring these I have basically had $100 stolen from me.

I've got a link to an album here(http://imgur.com/a/byaeO) of about as much proof as I have that I had these items, and now they are gone. I am hoping this post will resolve the issue as I have no where else to turn. I will definitely not be buying gems in the future if I cannot get this sorted out. Apologies if this is not the correct etiquette, I rarely browse reddit.

Any help at all would be appreciated, and sorry for the long post.

Thanks,

EDIT 1 - I've received a response from Senior GM Spacey, below is what I have been told:

First, I would like to thank you for contacting us about the issues you ran into with your account, and how patient you have been while we attempt to get things sorted for you.

I looked over your account thoroughly, and unfortunately we will not be able to further recover the Globs of Ectoplasm as you requested. We have gone through and reviewed the items lost to compromise, and have returned all that we can.

The restoration process for this compromising activity is complete. If you have any questions not relating to this compromise, feel free to let me know. Regards,

I have sent a final follow up email to see why they cannot be recovered - at this point I am entirely confused as I assumed they would be able to see which IP address was logged in at the time, and who these items were mailed to. Has anyone else experienced this issue?

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