Guild Wars 2

Hi Gaile, thank you for letting me know to post here for support.

My boyfriend lost access to his 2 year account as someone put an authenticator on it. He submitted a ticket with all the information requested, his serial number, character name, account name, credit card information and billing address. He was told that support would not help him at this time. He asked what he could do and was once again told that no one would help him.

His ticket number is 860217

updated : He has regained access to his account. I know I have you to thank for that Gaile. We really appreciate it!

On Aug. 26 my boyfriend woke up and found his password was changed and an authenticator had been put on his account. We looked at his last online time from my account and he saw that he was online during the night. He quickly changed the password through his email and sent a request to support.
He gave his serial number, character name, account name, credit card information and billing address as required for the ticket. He asked for the authenticator to be removed so he could get into his account. He received 2 emails that the situation was being looked into but the third said that they would not help him. There was no explanation as to why. He asked what had to be done to get help and was told again that he would receive no help.
We don’t know where to go from here. He sent another ticket but it has received no response after 3 days. How do we go about getting his account back? He has owned it for 2 years and will not accept getting a new account.

As an after though, the email wasn’t breached so we are very very curious how this was even possible.