If it's been over a year, your friend isn't getting their account back. I can tell you from experience that S-E will refuse to take responsibility for their negligence in handling the account. Your friend should chargeback / file a dispute on the charges for both the game copy and the subscription fees for fraud and either get a new account or take the money to a company with more responsible customer service.

S-E's recourse if your friend does this is to permanently ban the account in question, something that they have essentially already done.