Account was hacked, support is a mixed bag

I want to open up by asking a simple question… if the support ticket system has the option to say whether Yes or No to “Did the hacker enable 2FA on the account?” why then in the world does the support insist on the solution of “just change your password using your backup code”.
Maybe I'm fortunate enough that I've actually been getting replies versus the posts I see here where it's taken weeks but honestly from what I understand the support team should have the authority to send out a temporary 2FA or a temporary token at the most for a user to get back into the account to secure it again. I'm here waiting and have given plenty of information that shows I'm the original owner of the account yet some replies from this support team keep saying to reset the password… can't reset the password if the hacker setup 2FA on their own with their own backup codes.

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