Alt's Guild Restoration

Good morning. I was hacked two weeks ago. The restoration went quick and easy, until I logged onto my bank alt, Allaa of the same server, to find she was unguilded. She was the only person in the guild and I'm not really sure if the hackers disbanded the guild or took it over, but I'd really like the guild back. I've had this ticket open for over a week without it even being escalated, are the queues really that long atm or..?