Originally Posted by
Lagwin
I think with this one Blizzard are refusing to restore the characters because your friend seems to be riddled with viruses and what not.
As with any restoration it is at their discretion if they feel that you are lying or are going to be "hacked" again almost immediately they can refuse to restore anything to the account.
From what you have said you friend has an authenticator and was booted twice in a short period due to being hacked so what would be the point of getting anything restored atm as the account would likely be hacked repeatedly until you find the problem or change details like email password and secret question from a secure device, a reformat of the HDD and clean instal of the OS would be essential if your AV/anti mal program cant find anything