Guild Wars 2

My friends account got hacked. The hacker changed his e-mailadress.
After he submitted a ticket it took several days to get a reply (by Lance)
suggesting to go to the recovery page to reset his password.

This doesn’t work since he has no acces to his account since his e-mailadress
has been changed.

He mentioned this in the update of his ticket and is still awaiting answer.
It’s been several days now

Ticket number: 120906-005523

Someone please help him and please could someone understand the issue (and not just reset password) please?

my friends account got hacked. Hacker changed email address. They reset the password after raising the ticket, however they reset password on HACKERS email address………. he raised this again ( and highlighted the points again as they did not read the situation on ticket ).

now it has been days after my friend has raised again, however no response.

ticket number: 120906-005523

someone please help him and please could someone understand the issue ( and not just reset password ) please?