Are you logging into the correct account/subscription? Are you then logging into the correct server? These are the two most common reasons for not finding a character. If you are certain everything is correct and the characters are not there, then contact Account Management.
"Everyone's got one. Better to be a smart one than a dumb one." - me
"It's people like you that [I]think[/I] you know everything that give those of us that [I]do[/I] a bad name." - me
"Eat, drink, and be Merry, 'cause Pippin was a fool of a Took."