Aion Stuff

Is it the norm to use hacks these days?

I had a chanter from Guardians named Daliya seeing my every move during stealth but he couldn’t attack me. He used no seed of detection or anything.

So 2 days ago was the last time I played. And it was when I got the system error messege I logged out and went to bed.
The day after it said "username or password doesn’t match" or something like that. I didn’t think much of it then and let it go.
This morning I tried once more and still the same answer. So I went to the Live update to check my characters and I now see that 2 of my higher ones has been cleaned out. Not a single piece of gear on them.

I use Kaspersky antivirus and havn’t found any keyloggers/viruses. And the only Aion related pages I visit is Aionsource, Aionarmory and the official homepage so I have no idea how this could happen. I have been playing MMORPGs for 10 years and never been hacked before and I’m not completely noob when it comes to computers either.

I sent them 2 mails already about this but gotten no response so far.

Does anyone have an idea how to speed things up how to get my account back?