Koua Vue

I've been playing nonstop since release. I log on to play one morning and all my online progress and characters are gone. Support basically said they couldn't do anything, won't fix it, and that I should check to see if I was offline. I asked for a refund and they said they said they didn't have enough info to do it. My time is valuable and I was look looking forward to playing this game again but until I'm reimbursed for my time lost I refuse to play anymore knowing that at any minute my progress could be erased.