Lord of the Rings Online refuses to restore my property

My account was hacked about a month ago. Whoever did so, took all of the items and gold off of my characters and deleted most of them. When I contacted Turbine customer service about this, I received an automated response saying, they would bring back my characters but could not guarantee they could restore their property.

About two weeks later, I received the "response". They restored none of my deleted characters and gave back none of the gear my characters had lost. I received a little bit of gold in my mailbox for my trouble, which can in no way make my characters playable again. There was no explanation of why they couldn't restore either my deleted characters or my items.

I wrote back saying this was unacceptable. They replied with an apology that my deleted characters were not restored and restored them. However, none of them are playable.

I wrote back again, thanking them for restoring my deleted characters, but reiterated that I could no longer play the game if they refused to return my items. I explained that I would be cancelling both of my accounts and contacting a lawyer if they refused to restore just the items that would make my characters playable again.

This was their response.

"Greetings,

Unfortunately, as you have threatened legal action in an in-game ticket, Customer Service can no longer respond to this issue. Any discussion of legal action prevents us from addressing your issue any further.

Thank you,
Turbine Customer Service"


I am devastated. I have paid this company over $30 a month for almost 3 years and this is the treatment I receive? Is there anything I can do to recoup the time and money I've invested into this game or am I just high and dry?

Thanks in advance,
Will