We take account security seriously, so it can sometimes take a while to gather and verify information about an account to make sure resetting of PINs, passwords, etc. are only allowed for the rightful owner of the account. This case, in particular, has been resolved at this time.

Sometimes parts of this are done in the background, without immediately replying to the ticket to see if there has possibly been an account compromise, suspicious activity on the account, etc. We'd rather know what we may be dealing with before replying to the ticket just in case.