Account unlock

a few months ago my account got hacked due to sercruity issues, when i tried to come back and play a few weeks ago i gained access back to the account but when i tried to log in it said it was locked so i emailed blizz several times and they said i need to send a fourm in via fax so i did still no reply back was wondering if that was my only option or if blizz even received my fax also i have gotten emails from blizz saying the charactars have not been changed gold is intact and things like that maybe they forget to unlock probably unlikely but mistakes happen. thanks