isn't it documented from before? Plus they can run your IP address to see if your who you say you are. The most they should do is check that and confirm that anything not bought at that IP address is erased. You changed your password since then right?

DO NOT GET OFF THE PHONE WITH THESE FUCKERS UNTIL IT'S RESOLVED! Trust me on that one I've had to deal with these fucks repeatedly. I even had to call the states version to get shit done and they had me on hold (INTERNATIONALLY) for 30+ mins.!