Guild Wars 2

Ticket # 120908-000119

I am writing this on behalf of my wife. Her account was hacked 9 days ago.
Account and password were changed without verification.
She submitted a ticket when we became aware of the issue 7 days ago.

She recieved an email from your staff requesting more information 3 days ago, and promptly responded to it. Still waiting….

Ticket # 120908-000119

My wifes account was hacked on wednesday the 5th.
She received an email notification that her account name was changed on that date.
It concerns me that the hackers were able to accomplish this so easily.
No secret word, or serial number requirement to make such a drastic change to an account only 3 days after it was created?
Please help