Hi,
friend of mine got hacked 2 days ago, so he made a ticket and it’s like 40 hours and still didn’t get a single response. So why do you falsely advertise a 24/7 support when clearly you don’t have that? You used to have some Skype online help or chat online help if i remember correctly, but nothing like that can be found anywhere anymore. This is not a free game, people pay for it.
your friend isnt the only one playing the game so give it some time and he will get a reply.
they are normally fast when it come to something like this and they are most likely looking into what happened on the account and reversing it before they reply 
This is not some meaningless ban appeal, so i would guess that these types should be a priority. And at least a reply within 24 hours should be a reasonable standard…
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Blizzard tend to say to reply within 72 hours but these issue can be kinda complex depending on what have happened on the account.
Live chat is available under certain circumstances.
I’m surprised your friend hasn’t heard back yet. You could try this for your friend:-
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Thank you for the reply. Tried that, but it just forwards me on EU version of the site where it thinks my account got hacked… didn’t found the way to report someone else other than me… maybe i wasn’t looking good enough, gonna try again… anyway at least thank you for trying, it’s more than Blizzard is doing apparently…
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i hope your friend get it sorted quickly
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Hey there Jetotazed,
I’m sorry to hear about what happened to your friend and that they still haven’t heard back.
We’re currently dealing with a lot of tickets, and are working hard to get back to each and every one as quickly as we can, though I understand it’s frustrating when you don’t know what’s happening with your account.
That said, the best thing you can do at this point is simply to wait. Creating more tickets won’t get your friend back on the account any faster but just makes it more difficult to get to those in need.
Hopefully they would have seen it already by now, but do make sure your friend is also taking steps to secure their computer for when the account is ready to be returned:
Finally, the best way to avoid situations like this altogether is to attach an authenticator – and if you have one yourself already, help spread the word to friends and family who may not!
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24/7 means there are people there to answer his ticket all the time, not the time the ticket takes to get answered, I thought that was obvious.
No, but it is a ban appeal.
The problem is stupid people make tickets about stupid things and they take up time that could be used looking into your friends account. Blizzard are doing the best they can.
That answer is not a copy paste as it has stuff specific to your question and does contain stuff your friend needs to do, people like you really annoy me, I know I used to work in CS for an ISP and people thought we were there to only solve their problem and that no one else exists who needs help.
I have always been of the opinion that once a person’s account is hacked it’s mandatory for them to have an authenticator attached to get it back and if it happens again they get charged for the recovery.
I really wish I could let rip on you with what you deserve, but that would get me a forum ban.
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- i’ve NEVER encountered a company with 24/7 support that wouldn’t at least respond within 24 hours or someone was on the phone on a call center… i can’t even imagine that you’re calling an insurance company after your car is broken and they’ll call you back in 72 hours…
- to the ban appeals - in every normal company there are priority levels and every task (unless automated) is assigned to those levels and i would guess that BAN APPEAL is LOWER than a freaking ACCOUNT HACKED
- the only “for ME” specific part were the first sentence the rest was a COPY PASTE (pretty easy to spot when there is “I understand it’s frustrating when you don’t know what’s happening with your account”, since this wasn’t about MINE account)
- you can say to me w/e you want, i rly don’t care about opinions from some frustrated ex CS… peace
tbh the only thing your friend can do is to wait for a reply since noone on this forum can help with it sadly.