Trying to get account back

Alright, just have a few questions, first ive had gw for like 4 years now and have stopped playing for a few months and forgotten my pw and login. Now, i contacted arenanet but i keep getting a reply to send the email to somewhere else from them, so i contacted Ncsoft instead, i told them of my situation on i think it was thursday and gave them my cd keys along with the message. Now first question is should i have emailed them directly or through their website, because maybe thats why im not getting a response, i emailed them from their website on thursday got a response the same day but it said to resubmit my incident report but i did it by creating a new email directly to them instead of going to their website...and i was wondering also how often do they even reply...because its been a few days now and they havent responded

The Guild Wars Account Support team at NCsoft only works Monday - Friday, 12pm - 5pm Central, and ever since ArenaNet implemented the new security feature where you have to add a character name they have been getting flooded with support tickets so it may take up to 5 days before they answer your ticket.

A much faster way to get your info back to you is to call them
Monday - Friday, 12pm - 5pm Central at (512) 225-6359.
Bare in mind if you use the phone service you may be on hold for at least an hour(no exaggeration).

Don't give up. They are really swamped between people forgetting login, restoring accounts and people wanting to get unbanned. Depending on the work load, it can sometimes take up to several weeks to straighten things out.