It takes a while to hear back because there are a lot of reports to get through. Reports are handled in the order that they are received, so it's best to sit tight and be patient. She's already done the right thing by filling out a hacking report. Now all she can do is sit and wait, it's in the moderator's hands now.
14 days to a whole month. Tell your friend to keep the confirmation number so that she can PM a moderator for a status update after 1 month. There always seems to be a long line of people waiting to get helped.
♫ And I don't want the world to see me
'Cause I don't think that they'd understand
There's no set time for when a hacking report will be responded to. If your friend doesn't hear anything in a month or so, she can PM a moderator with her reference number and ask for an update.
From what I've heard, most hackings are resolved within about six months, but this time can vary from case to case.
There are no absolute promises that all gold and items will be returned to the original account, but the moderator(s) that work on the case will do their absolute best to get everything back the way it was. ^^
When everything's made to be broken
I just want you to know who I am ♫