Your email was likely hacked as well and possibly used the same password for awhile and not to complicated. They had to gain access to multiple areas to be able to access your game.

I cannot speak to what is going on with Zos' handling of this as they need to be very careful since hackers can claim the same thing.

But. Change your passwords for email and the game and EVERYTHING tied to those emails, especially bank accounts. These should already be changed regularly. At a very minimum passwords for anything you hold dear should be changed every time a data breach is reported, if not monthly. Emails are one of our most important data sources that need to be protected yet people choose easy PWs and never rarely them.

Edit: I do hope you get it resolved soon.