Very odd, I have seen countless threads in here that are filled with complaints about SEs customer service, its quite obvious it really has major issues. People can't even pay for their sub fees because of errors and SE hasn't been any help from what I have seen, they just blame the players..

I see this game only maintaining a small pop in NA after a time. The support just isn't there and that's very important to have in an MMO.

Sorry for her experience, like so many others have done you'll have to write it off as a loss most likely and move on..sad, but that's the game at this point.