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~