Guild Wars 2

Hello, I’m posting for my friend who has been, we believe, unrightfully banned from the game, because his account was hacked.
Sorry for the long post, but please carefully read this and help us, you’re our only hope.
My friend’s ticket: #508632.
Even though he has already gotten a final answer, there is an option to ask about a resolution of a ticket, so he asked me to post these things for him here, since he cannot access the forums. And also, even though he has gotten an answer, he and I still don’t understand why he was banned. He knows a final response has already been sent, but all what the people from the customer support were saying was, that after a thorough inspection they came to the conclusion that illegal third-party programs were really used. But nobody is arguing about that. What my friend wanted to let them know was, that he was not the one using these programs, they were used by someone else who hacked into his account, from a completely different computer in a completely different country.

I think it’s not fair to terminate an account, and by doing so prevent the rightful owner from playing, just because someone else hacked into the account and did these things. Because we only play together, he told me about his account being hacked and banned a few days ago and told me to just wait a few days, that he will resolve this issue with the customer support. But to our surprise the customer support told him that under no circumstances can the account be recovered. But why? He didn’t do anything. He’s saying he’s got a screenshot of recently authorized networks on his account, shown in the guildwars2.com account interface, showing several IP’s from Asia being authorized and logged in, so that may mean the hackers also had access to his e-mail, but it also is a proof that at the time of using these programs, it was not him who was logged in! Also in different cases of this thing happening (account being hacked by someone and then banned), the owner of the account does get the account back after contacting the support. So why is my friend’s case different?

I don’t want to sound rude, but we are really shocked and do not understand the reasoning behind this account termination, when my friend is clearly innocent. He says that maybe he wasn’t fully clear when posting the ticket, because the support didn’t seem to acknowledge the fact, that the people doing the stuff on his account were hackers and not he himself, they were just saying, that they are sure that the programs were used. Yes, they probably were, but by the hackers, not by my friend!

This is in no way an insult to the customer support, we admire your work and respect you for helping people who have problems with the game, but please, Please, look into this and let me play with my friend again.
Thanks for reading this.