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Next time you email them send them the link to this thread/post here in the forum.
Maybe that will help them better understand. Plus some of the staff do come around the forum now and then. But this is mostly a user to user forum.
But maybe we can help support better see what is going on. For what it sounds like is your site has been hijacked. Some one seems to have found a whole in something someplace to keep getting to your root password. To me that sounds like someone has left them self a backdoor after the first breach into your server.
Maybe others here can help you explain more what is going on. And if support can look here to these post maybe they can better trouble shoot your situation there.
Best of luck to you with this messed up problem.
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