all characters missing

i am a daily player i logged off came back about 1/2 hour later and no longer had 10 characters i had 0 characters. I have not shared my acc info or been victim of any phishing scam that i am aware of. fine i begin again diff account premium on this time new email new log in all fine then just like before i log off and back in awhile later to 0 characters. unsure if it has anything to do with it but both times i had just recently created a goblin and had help with a ticket in goblin zone. no funny things like omg your toon clean out guild bank then /gquit or anything like that no longer see a feature for character undelete. unsure what is going on have i been hacked, phished is their something i am doing wrong is it client side? is their any way warmane can help me get my characters back? i was unsure where to go for help so i put ticket in for acc recovey even tho i got my acc just no characters and this is recent july 2015 unsure what to do but hopefully i do not have to do again for 3rd time in my wow/wtf/account/ still have name of my characters and any info in their folders if that helps to save my toons. please any help would be appreciated even if it is just the knowledge that dark forces have accessed both acoounts from strange ip address to just delete toons for fun. sorry for all the QQ just overwhelmed

lisa