Hopefully Gina can help. Probably will need to put a ticket in.
However, it's probably a good time to mention is best to have different passwords for the email and the ESO account since both are needed for someone to access your game unless they're on your machine.
It's also best to change ones password whenever a big hacking scandal makes the news, if not More often. Not to mention the passwords should not be so easy.
The only person I know that'a has his ESO game hacked had been using the same PW for everything since early WoW. In his mind it had been proven a successful password Sind sir had worked well for so many years, and did everything from ESO and his email to banking accounts.
I am quite disstressed rightn now so my ability to write in enghlish is quite limited. I was able to log into my account in game, but not outside of the game. I have the game connected with Steam account. And this is what happend:
Today I havent been loged in to the game at all, now I sat down and tried to log in as usual, the first message was - your account is currently logged in...I freaked out and asked my friends on discord if I am online or not and they told me I was online 3 hours ago, but I was not! So on second try I logged in, but on a first glimpse I saw it is disaster as my appearance on my character has changed to polymorf I usualy dont wear at all. So I logged in in craglorn, standig by the bank counter in craglorn, which is where I dont leave my characters (my main city is Rawhlka) and when I checked my inventory all things were gone, everything that was possible to be sold out, was sold out, all telvars APs and golds spend, all emails taken and lost. I am furious and sad at the same time. This is outrageous, as I am not the only one in these days that had this sh*t happening.
So I was going to send in a ticket, buuuut when I tried to log into my account for support, it said no account found....I submitted some kind of ticket already, but I am not sure if it will go through or not.
I am really lost for words right now....
Are you from the same country as @Roach1990 by any chance? Perhaps one of the friends he mentions? It seems perhaps significant that several players from that country are reporting hacked accounts at the same time.
Given that several accounts from the same country have been hacked, I imagine that ZOS are going to want to look fully into this and not just treat it as a single account restoration - therefore it will very likely take longer for them to get back to you, although an initial acknowledgement would obviously go a long way @ZOS_GinaBruno, @ZOS_JessicaFolsom .
I know this must really suck, but from a support perspective I can sort of understand where they are coming from...
There are a lot of people out there with multiple accounts, or friends with accounts they trust. It is a fairly simple process to download a cheat app (name omitted) and bot/grind/cheat for the DAYS it takes ZOS to catch or respond to reports about it, and in the meantime, they have transferred all the ill-gotten gold to another account, effectively 'laundering' their cheating.
Or as in the case you describe, empty out guild banks and craft bags and sell everything then transfer all that gold as well. Then when they get busted they just claim "I don't know what happened, someone was in my accounts!"
If ZOS were to restore EVERYTHING then it would basically be an open door to cheat, dupe, swindle, and rob guild banks, and sell off everything in your craft bag, move the gold to another account, then get it all back for a tidy little profit!
The thing that confuses me is you say you noticed they were in your account 3 more times AFTER you put in a ticket, yet in all that time, it never occurred to you to log into your account page and change your password? Or disable auto-login?
I agree that account security is ultimately up to the customer. Sorry for you loss, but I would consider it a lesson learned that will benefit you with securing other online accounts in the future.
1) Never re-use passwords.
2) Never use auto-login.
3) Change passwords regularly especially if you suspect they are compromised.