Can/do SE restore hacked characters/items/gil?

[Kaelah]

My friend's account was stolen today. We don't know how it happened. Sadly he didn't use a security token, but anyway...
Basically they logged in and said "this account is fun", "4M lots of cool materials", "shame is got hacked" then left the Free Company and logged out.
My friend can't log into his account now so guessing they changed the password. He's been in touch with SE but can't get support until morning. Has anyone had experience with things like this? How good are SE at recovering stolen characters, or getting back items/gil that may have been sent off his character when/if he gets it back? My friend is pretty sad about it right now, was wishing to send him some hope.

Thanks in advance~

[Risvertasashi]

Account rollbacks are definitely within the realm of SE's technical capabilities, but their willingness to do so is a bit up in the air. No one can really answer that for certain except SE themselves... In other words, your friend pretty much needs to wait for customer service to get back to them.

And, do get him on an authenticator ~.^

[Sakuraluna]

If it's anything like it was back in xi, then I think you get a one-time roll back to retrieve lost items and gil. Just make sure he gets a token in the future though. D:

And good luck.

[Alipoprocks]

If he does get a rollback, his progress/gear acquired after the incident will be lost. Just FYI.

[chocomaid]

Yep they can. But as Risver said, their willingness to do so is the problem. My friend had to go back and forth with support, proving that it is her account and it was another party that did the damage. In the end they agreed to take on the problem (and this is the horrible part):

Investigation on the account: 2 weeks
Restoring previous backup: 1 week

And in that period of time, if your friend manages to get back on, anything he/she does inside that 3 weeks window will be rendered useless as the restoration will restore data from a past backup point and won't take into account any progress done within that 3 week windows, whether it's items acquired, gil spent/gained, achievements etc.

Anywho, all the best to your friend. Fight-o!