Deleted Characters into my account.Please Help.

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.

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

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