Deleted items and deleted characters

Good morning, I post this problem as yesterday I re-entered my gamez account and encountered the following issues:
-Changed family name
-Characters Deleted
-Gear Deleted

Before all this I already spoke with a GM and he told me that he could not do anything, that no one had entered my account in the last 3 months, but then who has deleted the characters, changed the family name and thrown away the equipment?
I have 2 photos of my character with the previous family name and my team,
Removing the security problem, I would like to recover my objects since there is nothing left in my account.
If a GM can contact me to review the matter in more depth, I appreciate it. Thanks

 

There is no reason for an account to get hacked unless you have shared your account information with someone else and therefore found yourself in an unfortunate situation where you lost everything.
I am sorry but we don't recover deleted items or characters.