Runes of Magic US / AU

About 3 weeks ago I submitted a ticket about my lost offhand hammer. For 2 weeks now, it has been in the "updated" stage and I haven't heard anything back on it. I sent the reply back from the account's e-mail to prove ownership and that was it.

I've spent a lot of money on this offhand hammer and I need it back very bad. I understand it was totally my fault for losing it but please if someone could check what's going on with the ticket. Do I have to bite the bullet and start on a new one (hammer that is)?

My reference is 121023-000295. I can supply any additional information if needed and thank you for any help offered.

Actually that reference is the follow-up ticket to the original as it was a problem with the first. I didn't go into extreme detail but the reason for this reply is as an update and formal thank you. Yesterday afternoon I did recieve my hammer in the mail exactly the way it originally was. I'm not sure who to thank exactly so I will thank the whole support staff. I was truly ready to hear that I would not get it back. I literally jumped out of my chair when I saw that mail!

The hammer was crafted by a friend, 110 OD, +16, clean tier 8, and 4 slotted with X runes. It was not the most powerful weapon but it was very dear to me and I was not looking forward to replacing it. For others with support issues, trust that these people are doing the best job they can and are honestly interested in helping. Kudos and a big thank you once again.