Fortnite hacked (Epic Games ignored)?

My little Beuder was infected by some hackers with a Trojan, on the PC he was logged into my Fotnite account worth a few hundred euro, the hacker has simply changed the mail and password etc. I wrote epic games 5 minutes later and immediately then wanted a lot of information that I could give all, 3 days ago she has written to me by the support that I'm still a little bit patient and there are no more answers to my mails. Are they ignoring me now? Why do epic eig take so long? They make a lot of money with the game. Do you think that something is coming or is Epic putting a pile on his community? On the Internet, unfortunately, I read only bad about epic.

I think the epic process has a lot to do with the mails and probably it takes a little while before I had to wait for an answer for 1.5 weeks