GM Pls Help. Wife's account locked!

Q u o t e:
My wife and I left WOW in 2007 to play LOTRO. Today my wife waited on the phone for 45 minutes and got through to Blizzard accounts/billing department and was able to retrieve both of our login information and have our accounts merged to battlenet. I was able to download and resubscribe and get into the game just fine but for some reason my wife's account is locked. She never received any sort of email as to why and we had the email for over a year after we left the game. Is there anyway a GM can tell us why her account is locked and how long it will take to get her access to it? Her main character was Jazmina on the Emerald Dream server. She is unable to post on forums, update her billing information, or view her account history.

I do see two emails inhouse about this, that should actually address that particular portion of this issue. What concerns me far more than this account being locked - is what has happened with this account, by whom, and when.

This account was abused badly back in 2008. Then it went dormant for many months. As recently as the end of July 2010 - there is evidence malicious parties had access to it.

That tends to indicate either active malware on a system, or perhaps a compromised email account....sometimes both.

I'd strongly encourage you to make certain of system and email account security while the emails you have sent are being looked into. If they CAN get back into an account, they WILL be back.

I'd also recommend investigating our authenticators. While no substitute for good security habits, they can add an additional layer of security to a WoW account.

Blizzard Store
http://us.blizzard.com/store/browse.xml?f=c:6

Mobile Authenticator
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26109