Guild Wars 2

My friend’s account has apparently been hacked. He cannot log in, and his characters are leveling without him. When he first realized he couldn’t log in, he found that he had been sent an e-mail from noreply@guildwars2.com that read:

" Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.
Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.
Thanks!
-The ArenaNet Team"

He has opened a ticket using the “ask a question” method, and has received a response asking for additional information. However—and this is the brick wall so far—when he attempts to respond with the information requested he is sent back this message from support@guildwars2.com:

“Your recent incident update was from an email address not associated
with the incident. In an effort to maintain the security of
information, we cannot update the incident using this email address.
If you are the incident owner and your email address has changed, or
you want to be able to update the incident using this email account,
please update your contact information using the following link, then
resubmit your update.
https://en.support.guildwars2.com/app/account/profile”

I’ve googled and searched for similar issues and have turned up no helpful information. It baffles me that someone was able to change his e-mail when I can’t even find the option in the account page and every official comment I’ve seen is that “the option has been disabled”. If anyone has any help for us at all, it would be greatly appreciated.

Thank you in advance.

His incident number is 121019-001684