I submitted a ticket for compromised accounts (or whatever they call it) at the beginning of the summer. They closed it with out responding at all. I waited three months for absolutely nothing.
Upset, I then submitted a ticket under a different category - lost passwords. It had all the same details of my account and I explained that I had waited for three months on the other ticket with no response. Within 24 hours I was contacted via an email through their help center. They asked for a few more details (DOB on account, PIN number, etc.) After I provided them with that info they reset my password and changed the email on the account back to my email.
So, long story short, I waited 3 months to get the account back. BUT after I submitted the ticket under a different category I got almost an immediate response. I think the key to getting tickets fixed in a timely mannor is putting them in the right category.