Just had my gf contact Support via their support site using all the purchase information she has to prove it's her account which will hopefully provide a quick fix even if it's just putting the next quest onto her character manually since the story log proves what she did last anyway (and their back end logs should show that as well)
Guess until then, we'll play our other characters. Not that I mind, but I was hoping to do even more of my personal story and perhaps the next dungeon or two or something and with the weekend, I doubt they are working full day shifts (then again maybe I'm wrong) not to mention all the tickets they have.
Ah well, it can't be help, it's just annoying. with downscaling, we could always go level up even further in other areas while we wait I guess.