Help Pls :- my account was hijacked , now its back on , but ive lost all my gold and a character....i've been robbed

ive spoken with blizzard via telephone twice today and they have said they
will reinstate my character and the missing stuff , but they said it would
be sorted with in 30 mins !! alas no such luck even after a 2nd call , i
cant bear to wait on the phone for another 40 mins, i'm starting to lose
faith in the telephone ppl.

they also said i could speak with the in game game masters , but its showing
" it has a open ticket , wait time currently unavailable"

so once i've typed in my opening message to the g.m , can i log out and will
they email me or just sort out everything for me , or must i stay online and
wait for them to chat with me.....how long show i expect to wait.


.