BTC Guild has no support staff for one simple reason: I do not trust ANYBODY with ANY access to account information.
This could be dangerous if the NSA (or other three letter agencies) decides to make you disappear.
Or driving for 9 hours puts him over the hedge.

eleuthria, I think if anyone was giving me lip via email, they'd find their account permanently frozen.
Don't just stop at freezing the account. You might as well steal any BTC that are not withdrawn. Also send some threatening emails to the account owner.