Ya it sounds like they've been hit with alot of account hacks, and having to do crummy restores for people in order to handle the masses.

The hacks going on lately, are becoming smarter, and harder to detect. Due to this I have fired up and old Pc to simply surf the internet now. My wow PCS and logins(wow email) are completely firewalled, and I never check emails, or do anything other then log in to Account MGMT, and the game.

GL with your restore. Send another ticket in and keep on them.