Did they ever give you an explanation? I've used Hetzner for 6-7-ish years, and _never_ had any problems with them. I have mostly used their dedicated servers service, though.
Their security team was concerned that I was impersonating myself.
They sent me a boilerplate e-mail that there was a problem with my account and to contact them to resolve it. I called them within 10 minutes, and they told me 'your account doesn't exist'
They restored my 'account' which means i had a user with the same login and password, but all of the assets to the account were tossed to the wind.
I can only guess that someone jumped the gun, (assuming they had an internal process at all).
