@Crawl - All of them
@Phreak - Ive had my vanilla account stolen before, and they transferred the characters away. I rang them, supplied the CD keys for the account, and sent them a copy of my ID, and I got it back, and they transferred the character back to my original name, all within the space of 2 minutes. Also had a secondary account stolen before, and got that back after giving the CD keys and my ID also.
Did you give them enough information? Proof of ID etc.