Ok so to follow up and give players an idea of how long to get a character recovered from a roll back based on my experience:
  • 28 Dec 2021: Customer Service locked the account
  • 30 Dec 2021: Suspension lifted and requested character rollback
  • 4 Jan 2022: Email requesting confirmation of rollback
  • 5 Jan 2022: Placed in rollback queue
  • 18 Jan 2022: Character rollback finished

I am pretty thankful that the CS team got me back up and running in about 15 business days. There was an issue with the rollback where two of my job crystals are missing because the rollback landed before I started playing them, but I'm confident the GM's will help me out.