If your guild have had your accounts reinstated within the 24/48 hour timeframes quoted, then I really don't know how you have managed it, as this is definitely not the service that is being available to the majority of paying account holders.

As Llester quite rightly pointed out, my issue is not with the game, the security or anything to do with the actual software, I love the game, my issue is purely to do with the substandard customer service.

Trion have THE WORST customer service I have had the misfortune to have dealings with.

Let's look at the facts
Hacked last Sunday, around 12:00 GMT - changed account details through account admin and got the account back at 12:32 and raised a support ticket.

3 Hours later, I get an automated e-mail, telling me the issue is #1 priority.

4 days later, after no updates at all, I phone customer support and get told "My hacking is really technical, so they are having to do more thorough investigations to stop it happening in the future", they cannot commit to a time, but it will be "soon".

4 days and 8 hours later - I phoned for an update on the "soon", and then got an e-mail asking me "what character", "what shard", "what time" etc, so I fill it in and send it back within 10 minutes.

5 days later - I phone for another update, and were told that: Due to the really large volume of hacked accounts, they cannot commit to any timeframe to getting characters restored, but it will be "soon"

So, I go into the second weekend without any access to my level 50 character, or any idea of what's happening. Out of the few weeks the games been relased, a fair percentage of the time I've been unable to play it as expected. I'm now well on my way to levelling another character to 50, but, this whole episode and the way it's been dealt with has left such a bad opinion of the game that I'm beginning to think it's not worth it. I've missed the first raids, it's looking like I'll be missing the first world events. I am now quite a way behind my friends in terms of progession so dropping back into the group will be an issue (I understand they had to replace me, to fill the empty spot).

Trion's favourite word appears to be "soon", I think they need to look it up in a dictionary:

–adverb, -er, -est.
1. Within a short period after this or that time, event, etc.: We shall know soon after he calls.
2. Before long; in the near future; at an early date: Let's leave soon.
3. Promptly or quickly: He came as soon as he could.
4. Readily or willingly: I would as soon walk as ride.
5. Early in a period of time; before the time specified is much advanced: soon at night; soon in the evening.

What is "disgraceful" is your post. As far as customer service goes Trion is leagues ahead of it's competitors IMHO. I've had few issues with the game and account etc. They were very prompt and polite and resolved all the issues within 24 hours. They have been on top of the hacking issue imo. They exploit allowing people to hack accounts so easily was corrected within 3 hours of them finding it, and they added the coin lock.
Now yes their not perfect and don't have all the security an established MMO company might have.....but this is their FIRST MMO. I think mayne you should go back to Azeroth if your so unhappy with trions service. The 100+ people I deal with in and surrounding Telara all agree with me.
trion you rock keep up the work.

this game has exceeded my expectations in every way so far, looking forward to this kind of stuff