They should refund you something if you were not able to freeze your account because of no support.
Confirmation of the transaction did not come to the e-mail, and the hacker created a ticket with a request for withdrawal. When I restored the account the ticket was not processed yet and I canceled it. And created a new ticket so that they cancels the withdrawal, but they did not answer.
They said that the funds can not be returned. I can attach screenshots of the ticket if they are interesting to you.
You can't log into poloniex untill you confirm 2factor with email in first place though.Also you must click email confirmation before they allow withdrawl of funds so hacker must have had access to your email at the same time?