all characters and my complete ingame currency are gone

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hello

First of all sorry for my bad english but I am a German

I run my marvel , it looks like I'm playing for the first time . all my characters are gone and my complete ingame currency . I have a friend asked to log in and since I see only his chars when I play . I've already written a ticket but I have after several days still no answer. please help because I play this game for a long time and the day . At the moment I can not unfortunately play which is annoying

thanks in advance