In the past in similar situations with some events, the mind behind the mechanics was Hime. lol (or at least they said she was doing the mats and deciding the things).
But yes. Sounds really bad and that kind of things create divition between the players and a lot of issues. The elite on one side and the rest of the players on the other.
When all this started, even the ancient were hard to get. So many of us just tried for that. In the events we had them easier. Legendaries were like ultimate today. And Ultimate... well, there was just a legend about people who paid brutal amounts of real money. If you pay attention, every time they give us something, they create another thing to get. So if you pay some money to be updated today, in a coulpe of months, you will require to pay again for the new things, and then the same. But one day, that feature will be so big, broken and unbalanced that will be impossible to create new aditions to it. So finally it will be deleted or replaced. The message will say that they saw the issues created by that feature so they had to fix it to help the community. Something like what happened with unlimited enchantments, the old plumes and purified ones, the old stigmas...
Sometimes to fix things related with your inventory or similar things, it is required to you log out. They need a static account to check what is there and what happened. Also remember that Aion has no "save" so the progress is updated and as long as you play. So I guess with the player online would be like 2 simultaneous accounts trying to save at once.
What they don´t need and they won´t ask from you are your account information, passwords, etc. The people who can help you, already have the power to get in. And if they can´t log in and need your information, it means they can not help you
so, it is a good idea to close your account if they ask for it. About the end of it, you are supposed to mark it as solved if the issue is not longer there. But if you made a mistake and marked as solved and closed the ticket (but is not solved), then you can send another one and explain that.