Just to make it clear beforehand so people don't misunderstand or take wrong conclusions, I've never lost account's password, the account was accessible in game the entire time. I've always had the complete account information to prove I'm the true owner of the account.
So here is what happened:
The email I was using for a NC account got blocked by its provider due to inactivity. Kinda expected since the only use for this email was that NC Account.
Not a big deal, NCSoft's FAQ states that you can change the email used on NC Accounts. I created a new email, and went to lineage2.com to manage my account and change it to the new email.
To begin with, my IP is dynamic, and as expected, I was required to authorize my current IP to have access to the account. It used to be "answer the secret questions" before, but now, it just asks me to click a link sent to my email to authorize a location. I personally find this approach of activating through email wrong, because, it's very easy to lose an email address (like when you change your ISP for example), but anyway, this is not the scope of the discussion.
Again, not a big deal, just open a ticket on NCSoft support, state that you lost access to your current email, and ask to either have my IP authorized and I could change the email myself, or have my email updated manually.
I went to support site, there was an option "Account Support / Login Help" and selected the option "Cannot login from location", you can see the form here https://lineage2.custhelp.com/app/account/support
By "Cannot login from location" I understand that it's related to IP authorization mechanism, this page has NO MENTION of password change at all. Also, there is no field where you can explain what you need exactly. After filling the form, I expected NCSoft to direct me to another form, to ask about the LOCATION issues I was having.
But nothing happened, it just posted the ticket as is, with only that information asked on that form. I expected NCSoft would try to get in contact through email to gather more information about what I really needed, and I was hoping it would use the email informed on the request, not the email registered on the account.
What really happened was that after 40 minutes, I've got kicked from game, and when tried to login again, the password that was working fine stopped working. YES THAT'S RIGHT, NCSOFT CHANGED MY PASSWORD WITHOUT MY CONSENT OR WITHOUT A SINGLE CONFIRMATION THAT I WANTED THAT ACTION.
First of all, as I stated before but cannot stress enough, I NEVER ASKED FOR A PASSWORD RESET, THE FORM I FILLED NEVER MENTIONED MY PASSWORD WOULD BE AUTOMATICALLY RESET.
Second, any professional company would ask for any kind of confirmation before taking any action. Something like sending an email saying "someone requested to reset your password, if it was you, click this link". But, they simply reset the password and send the new one to the account email, without even asking if you still have access to said email. THIS IS SO STUPID, THAT I CAN ACTUALLY FILL THAT FORM WITH ANOTHER PERSON'S ACCOUNT, AND HAVE IT'S PASSWORD RESET SINCE IT WILL NEVER ASK FOR CONFIRMATION FROM THE TRUE OWNER BEFORE ACTING.
Then I opened a regular ticket, only after few hours I've got informed (finally on the new email, not in the old email which is blocked) that indeed they reset the password and sent it to the old email. I provided all info possible to prove I'm the owner of account, provided detailed information about everything that happened, and a very reasonable time has passed since, enough to solve this situation in my opinion. Instead they're playing the "pass the hot potato around" game, since the ticket keeps getting "escalated" to someone else due to terrible excuses provided.
Let me be clear, although I lost access to my email, and could not manage my account through the site, the account was perfectly playable. If situation was kept like this, it would be fine for me to take the time and solve it, but due to NCSoft series of mistakes, now I can't even play on the account, and I find infuriating that they keep transferring around the ticket about an issue that was supposed to be easily solved by either authorizing my current IP, or changing my email address. It had plenty of time for this to be solved, but they kept stalling, so now they can use the "we don't work on the weekend" excuse.
Seriously, your support is looking completely unprofessional, and you have serious issues with account security, since it's so easy to get a password reset without any confirmation at all.