My FF11 account was hacked a couple years back and I had no problem getting my account recovered.

Had to email them proof of identity but that was all.

Of course they may have changed the way they do things now, as with most thing Customer Service related it generally depends who you get on the other end of the line.

Makes me laugh how people come in here and say "nice story dude, whats your point though", perhaps one day they will have the pleasure of the shoe being on the other foot and we will see what they think then.