I don't want to burst any bubbles or get your hopes down etc, but I've had this issue for a week now. I'm told repeatedly try again.
I'm assuming english is a second language for some of the operators as some are happy to send a verification email, others want receipts, account info (of the hacker of all people, not the owner) etc.
In short though, they attempt to verify by sending an email to the original email address that created the account, attempt account recovery, something is going wrong back end (I'm told they're aware of it) and then tell me to try again later. As for providing a case number, don't bother, I have a few times and I'm told "There is no notes." just start a new case and gamble you get an operator that understands what you mean by stolen PSN
