In follow up to my own case I was told they would take 4-5 business days and get back to me. After 3 weeks I contacted them. They asked me a whole slew of security questions , said they couldn't find my account ( which they had closed when I reported the hack). After 20 minutes or so they found the report and reopened the account with a new email and PIN. As a final parting comment I was asked to be more careful , as if it was my fault the account was hacked. Left a sour taste. My plan is to use the points ASAP and then change to a different chain, for what is TBH, my back up chain only.