My husband just got his account back an hour ago, making it the 11th day since he got hacked and he sent in a ticket.

All together he sent in one ticket, used live chat twice, and phone support once.

As for the ticket, on day 5 he received an email telling him to use live chat or phone support. He'd already done that though and they couldn't do anything other then tell him to wait. It might have been good in making them aware he was actively trying to get his account back though.

On live chat he went into detail on specifically when he logged off the game, the RMT character that was created, and when he found his account has suspended. It was all in a 9 hour window. So I'd say if you do send in another email or do live chat again to get very specific with them about what you think happened and when it happened. Other then that it's just waiting and hoping.