how someone can get his account back Z8 made it hard[GM]neded

I know what 90% will say send a support ticket,yup that is exactly what i did.
And here is the problem I am sending a support ticket because my frend gave his ACC info to a ZP screamer(know that is stupid thing but that is him and what is done its done).
Z8 send a replay tomorrow saying I posted it in a wrong section and should post it under account-account administration which i did immediately , but the new support ticket sistem is a bit boggling .After i enterd my info to confirm my identity i marked what i am asking -- change login ID and security answer and it the fild adicional information I sad:

I am sending this ticket in the name of my friend.He stupidly gave his ACC Information to a ZP screamer and guess what it got stolen.
It the attachment you have a TXT doc in there you will find all his ACC info.
LIke usrname, password, IGN, sec.question and answer 2 ing screen-shots and replay.
Please if you can help him to get his ACC back.

And in the RAR folder I send evrething but guess what, they changed my
security answer lol

Can any [GM] answer me how do do this properly because I don't know what i should do next.

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