Guild Wars 2

My friends account was hacked on the 3rd and its been five days since and still no help with his account. Yesterday he received a email saying that password recovery would help but not sure how having the account email/name stolen and changed would help him recover his password and account back.
his ticket number is
120904-002176
120904-002137
Please help him before all his stuff is gone (which its probably all gone already) and all his character gets deleted

yeah my friend just got received a message from ArenaNet saying they solved the issue then they linked him to the password recovery site. Dunno how they expect someone whos account was hacked and his email/account name changed to change his password when it requires the email/account name which he doesnt have

it has been over 72hrs since my friend has heard from ArenaNet after his account has been hacked the ticket numbers are
120904-002176
120904-002137