If you've already resolved your issue, just ignore the below because I really didn't get what you mean with your, "opinion being heard."
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Okay, maybe you don't understand how the process works.
There are two different programs that you're using.
#1 Is an internet browser.
#2 Is Matrix Online.
Now you, Lezel, are complaining that said people ninja looted your stuff now you're very disgruntled. This was an event that had happend in the physical MxO game itself. When stuff like this happens, that's when you submit a CCR ticket. Now you say that CCR's lock up your computer, well that's when you exit MxO and try Sony Online Entertainment's official website. (Or do like I did and just google SOE Customer Service because doing it from their mainsite is as usual, a pain in the *CENSORED* always hiding that complain button because God knows how many complaints they get.) Once you've got the Customer service panel open, that's when you choose your criterias and claim what happend to you, all the while sending in any evidence of the situation.
Great, now that you've done that, you will now wait patiently for a CSR to look into the matter. Hopefully you'll get someone besides CSR Brewko and Moonlite that actually doesn't care about his/her job and will just give out a ban regardless of investigation to the player that disgruntled you. But you'll never know what the CSR did, they'll just tell you they "took care of it in the way they saw it most fit" and that's the done deal.
*editted after feeling my post to seem too harsh, and to avoid the Sol Mark.
