Let's back this up a second....

What makes you think these accounts were "hacked" and that the problem isn't something far less sinister - like being suspended for multi-accounting or account sharing, disputing a cents purchase, changing a password and then forgetting they changed it, a server error, needing to update their drivers & Flash or clear their cache, etc. For that matter, unless you are one of those affected (and even then you can't be sure about the other one), you don't really KNOW they didn't share their passwords with anyone... you can only take their word for it.

So, how about a bit more information, such as:

What version? What server? When did it start? Did it affect both players at the same time? Had they done anything unusual just prior, like going into holiday mode or something? Did they check all their own computer settings? If this is Age 2, is it related to linking their Age 1 with their Age 2 account? Or linking with Facebook?

More details would help us in trying to figure out what went wrong. Further, if your messages to the help center left out those details, then that may be why you're not getting a response. The more specifics you can give them, the easier it will be (and faster) for them to investigate the issue.