Is it policy for helpdesk to reset everything to give me a clean slate or am I stuck with this permanently?
There's no reset of anything, in any situation. Either way, it can't be a bug if it only happens on your account. What you need to understand is that YOU need to do something to find out what's happening since it's not a server-side issue.
Wait so it is possible my account got hacked?
That's my guess based on the simptom, either someone has access to your torrent files, or to your account, or there are issues with your torrent client.
All that said, you can either reset your passkey and deal with the headaches of it, knowing this most likely the fastest and safest way to solve the issue. Or you can logout right now and wait 240 days for your account to be deleted for inactivity.
With a ratio bellow 1 you can't even have the luxury of deleting your account, if you don't do anything it'll just be a zombie account that's completely useless.