You must have shitty support in the US. I've had good experiences with the Oceanic support team. It's funny how a simple IP comparison would point out the obvious, add that against a changed password amongst other changes it should be pretty obvious to them it was hacked.
As far as TL2 goes, I enjoy the solo game but the whole multiplayer aspect feels tacked on for what was meant to be the most requested and a defining feature of TL2. Maybe I'll give it another go soon.
Gotta do some Tarroch's tomb runs with me sometime. Guarantee you'll have fun.