So after talking with the representative he first claimed that there was nothing wrong with my account and he can't find the problem. Then after 20 min of hold, the rep tells me that my characters died while I was not in-game. Wait.. what? Asked him to reiterate. He said that I logged out of a game while not in town and the server most probably lagged so while client side I was in the game menu, I was actually logged in and got killed. This is all after he told me that there was nothing wrong.. So anyway he said a restore is not possible, I lost many good items and I didn't even die. I died without dying.
Funny thing is the only reason I play hc is because softcore is loaded with bots and whatnot.