I’ve been writing a ticket 4 days ago and it’s still nothing. My days are spent refreshing my support page to see if they have already responded. 24 hours was listed as the expected waiting time. I saw the announcement that the waiting time is longer due to COVID19. But how much? Days? Weeks? What is your experience? What can I expect? In quarantine, the only thing what we can do is playing together in Diablo III, so it would be important for me to get help quickly.
What is your issue? If it is a technical issue, you should seek support from console manufacturer, not from Blizzard. Reference:
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On several occasions, we thoroughly investigated the issue with Microsoft Support. We’ve determined that it’s not my local console problem, and no errors were found in the Live service either. They sad that it is clearly an in-game bug. During several consultations, they highly advised me to contact Blizzard. This is the only way.
If you think that it is a bug, you can report it on Console Bug Report forum in US forums site:
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Sorry for my bad english 
I do not mean that is it a “bug”. I dont know the right word that.
So I had 7characters. I played with my husband (co-op) He was the leader, and I just accepted my frinds invite to the game. We were in the man menu, and just happened, just dissapired all my characters. And I dont know why. We try a couple of solution (maybe I changed the location… and a couple of tricks what the forums sad) unsuccessfully.
I’m not console player. I can only lead you to this support page:
Hope some console players will give you better answer.
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Thank you, but I’ve read them all before. Microsoft told me, that this is Blizzards duty to fix that problem. They sad that they cant modify, or restore anything in the game, just Blizzard can do this.