Characters missing from account

Hi

I haven't played for almost a year, and when I logged back onto my main account I noticed that I had to make new names for my characters, no big deal. However, when I logged into my second account, I couldn't see any characters. All I could see was that there was (4) characters on the realm (Icecrown). I can confirm that I had 4 characters on there since there is 4 characters listed under that account in my wow-folder.

Where did my characters go? Nothing in restoration page, nothing changed on my account but an email change that I did from my IP a year ago, no characters traded, what could it be? I've sent a ticket, and I guess I am somewhat expecting the worst. "We can't / won't restore your characters" or something. So this is my coping strategy, what do you guys think about all this? Is this normal?

Best ragards

If you were playing on Frostmourne, you have to manualy transfer your characters. Go watch for blue post about Frostmourne S1.
If you are not premium, some of your low level characters were deleted due to i activity clean-up. Check conditions of this annual event.