What happened to Nexon?

One of my accounts was hacked in the beginning of February, hours later that same day I submitted a ticket, its open, there has been no change to it besides spamming of high ticket volumes.

Yet the one I submitted Saturday after reading this thread, was answered today with this reply. Stating to report it within 7 days, which i did with the first ticket, which has still yet to be even acknowledged. Of course.

 Spoiler

"Hi there ****!, I see that you have an issue with your account being previously hacked.

Unfortunately, we are unable to assist you with this issue. Any hacked account issue should be reported within 7 days of the hack happening. Since there is no previous report of your account being compromised we are unable to assist you with your issue.

Please understand that it is your responsible for ensuring that your account is secured. I will highly recommend that you update the security on your account on a regular basis and not share any of the information with anyone.

For information about how to keep your account secure, please follow the link below: http://maplestory.nexon.net/Support/Security.aspx

Thank you for your cooperation and understanding.

Sincerely,

GM Kanison
Nexon America, Inc.

Security Tip: Please do not give your password to anyone for any reason. Nexon representatives will NEVER ask you for your password."

I'm sure "it is my responsible" for protecting my account, but I can only protect it so much from the owners of the game.