cryptochat2017,

Once you provide us your ticket number, we can help escalate your ticket if your case is still outstanding. Unfortunately it's difficult to predict what could have happened specifically to your account without any details of your account and/or activity - however the support team is here to help its users, and to ensure the correct security measures are in place ASAP to prevent any further damage and unfortunate situations like this from happening again. Once you're available, please provide us with your ticket number and we can further help and work with you in regards to your case.