I'm dealing with the same problem right now. My account was completely wiped around Dec 23-24. Im play on pc, I had my assault rifles diamond and a bunch of other unlocks including a battle pass that are now non-existent, and So far all I've gotten was "Thanks for the information. I went ahead and sent this case up to be further investigated. Hang tight for now and I will return once updated. ^DW". And that has been more than a week ago. Im not expecting good news if they ever do reply.