How to verify my accnt unlock is in queue?

Long story short, after returning from a period of not playing WoW for some time I came back and my account had been compromised. (Although I was glad to hear my characters still existed, since I didn't realize I was able to come back to them later)

After getting access back to my account, it was then locked and I was asked to provide identification that I am who I say I am. This was sent Friday early afternoon (around 1pm PST). I wanted to follow up and make sure that I was in the queue, but a billing representative confirmed the email I sent was not received or in line to be processed.

So it's now 72+ hours later, and I'd like to find out if possible that my ID and account unlock is indeed being processed or is in the queue. I'm also curious how long this queue is at the moment, although my primary concern is that is in queue (when billing tells me it is not).