Missing 1.0 character on my account.

I seem to be missing my character, Spark Plug, from 1.0 on the Balmung server. Any help from technical support would be very welcome. I have sent in a few emails about this through tech support and only recieved an auto-reply stating I would hear something within a couple of days. Still no further contact from SE has been made. I have gone through live chat support. I waited an hour and a half; was next in the queue and got this message 'There are no agents available to chat with you right now. Please try again later.' I have my game registration code and a security token all linked to my account that the character is on. Can anyone from tech support please address my issue?
Tech support reference number is 2559226.