Deleted Characters into my account.Please Help.

[Xivid]

Greeting to all.
2 days ago i found my account empied...(my 3x 90's were deleted)
Now im asking,is there anyway to retrieve them back :(
I have changed my password 2 times since this failure.
Also I tried with the WEBS warmane sistem,but after the 100% completion of the system,I have downloaded a file(whitch i cant open with any program on my PC) and I dont know what to do with it.
Please if someone can help me....molten staff,players who shared the same bad experience like me.....I will be very grateful.
Thank you.

[Agramon]

You can go to Marketplace > Services > select realm > character restoration. If you can't restore it there, then we cannot help.

[skullatbash]

as Agramon said you can use only that service from website by spending Coins or Points