Wife found out she really isn't too allergic to food, not enough to deter her from eating somethings. So that is a plus.
Might wanna look up Oral Allergy Syndrome. My allergies are bad enough that I have the same thing. It's not a food allergy, but a cluster reaction to things that are close to what you're actually allergic too.
You'll have to submit a support ticket through Anet, at the link above. I would also stop using any authenticator that's not from Anet. Anything 3rd party runs the risk of your account being compromised.
Slow down, take a breath - if you've already filed a support ticket, wait for them to get back to you. DO NOT create more than 1 support ticket as this will only slow things down. If you haven't submitted a ticket yet, do so ASAP.
It looks like the "Always Online™" technology has failed and the "working on solving the issue" is taking very long. How long have you been working on resolving the issue already? I hope you don't have to pay the person working on resolving the issue by the hour...
None of the staff here have any access to work on this kind of stuff. It's all with Curse.