lost progress and the technical support its not helping me

Dear Support Team,

On January 24th, I submitted a detailed report regarding an incident in which, due to a technical error (bug) during a game crash, all my characters and equipment were deleted. I sent this report on January 25th, but to date, I have received no response or resolution from the support team.

The only message I have received so far is a suggestion to post about the issue on the game’s forum, which I do not consider an adequate solution for such a serious problem. Additionally, I have been informed that support is not provided via email, which severely limits my options for resolving this issue efficiently.

I expected the support team to offer a higher level of assistance to address issues like this, especially when it comes to the loss of characters and items that are integral to the gameplay experience.

this is what the technical support team say:

Hi there,

Thank you for the message and I am sorry to hear about this issue. Unfortunately we are not currently offering email Technical Support, due to limited staff resources. We apologise for any inconvenience this may cause.

The development team have provided the following resource to help with troubleshooting technical issues: https://www.pathofexile.com/forum/view-thread/3072628

We also recommend checking out the Known Issues thread to see if the issue you are experiencing is listed here: https://www.pathofexile.com/forum/view-thread/1733474

Otherwise, please post your issue in the Technical Support subforum and include as much information as you can. You can find this subforum here: https://www.pathofexile.com/forum/view-forum/support

Alternatively, if you believe you are experiencing a bug, you can post in the Bug Reports forum here: https://www.pathofexile.com/forum/view-forum/bug-reports

Kind regards,
Rajiv