Guild Wars 2

There has to be a better way to implement security than this. I have gone from elation about the game that my wife actually likes to play to a nightmare. Not many people can imagine my situation. I am getting b!$&"ed at by my wife because she cannot play her account. It may be funny to some but not me. She never received an email stating someone else was logging into her account except the time she logged it in on my computer. Yet the account is still suspended. Why did she never receive another email if someone unauthorized logged into it as her login message states?

My wife’s account was suspended with no email giving a rhyme or reason why. She has only logged into the account on her own and my computer that are connected to the same router. She has opened a support ticket 120916-003926 to which she only received an automated reply to. Hoping to speed the process along if possible by this post. Thank you for your help in advance.