Did my friends account get swapped? Lost character data, new data added

So my friend I got on to play today and his account had lost all of his characters and had two he could select from that were NOWHERE near his old ones.

Old profile: 50 Amara, 27 Moza, 1 Fl4k, 1 Zane and random mules
New profile: 11 Amara, 33 Fl4k

Has anybody experienced this problem? Because this is a major issues, that’t not only countless items he lost but essentially his entire profile as well. Idk if has to do with the new patch but this is something that needs to be addressed IMMEDIATELY.