So here is what happened, on 09 December 2012 (GMT +8), I was playing the character Monk named Killy a level 60 Paragon 60 or 61 on the US server in the morning and stopped as I had to run some errands, like any other player (at least that's what i see for most of my diablo friends), i did not log off my account and just leave it on the menu page, minimised the screen do a windows lock on my computer and went out. Only to return in the evening at around 6pm to find that my account was disconnected with some kind of error number which i did not pay attention to, could be the usual lack of activity of internet connectivity issues (i guess). After logging in i noticed that i was logged on to another hero which is quite strange, upon accessing to the hero selection page i noticed one of my character(the one mentioned) is missing!
Hence I access Support to read up on those FAQ to restore my hero but to no avail and reported to Support (you may wish to refer to US33676469 & US33622659) and base on whatever log they checked, they determined that there is nothing they could do to restore my character as they found no compromise and will not be rolling back the account. From what i percept, they "insisted" it is a case of hero deleted. I kinda accepted and believed them however, spending over hundreds of hours on this one character, i requested them to find out when was the character deleted from the mentioned time frame and they highlighted that there were no evidence of deletion and so here's my question, if there are no trace of deletion. It should not be a case of hero being deleted right? Why did my hero just disappear? A system bug? What exactly does your log capture in this case?