My grandmother has been blocked from her hotmail account, so she is using my account to try to get help restoring her account. This problem began when Hotmail switched to Outlook. She DEFINITELY typed in her password correctly because she has it written down, but she got an error message saying that her account has been blocked because the wrong password has been entered too many times (even though she correctly entered her password only once). She tried to reset her password after that using the security question. She gave the correct answer, because she had also written it down. Yet another error message said that she had entered the incorrect answer too many times.

So then she was directed to fill out a form ("questionnaire") that requires her BILLING INFORMATION, and she does not use XBOX Live, and it is INSANE to require personal billing information to a company you cannot even trust to keep your e-mail safe! 

So either (1) her account has been hacked (and the hacker changed her password and security answer), or (2) Microsoft/Outlook messed something up when it switched over, because that is exactly when this problem started. 

She needs help getting back into her account. She can provide all the details of Contacts, past e-mails, the real security question/answer she has had for years—everything—but no way is she providing billing information. Now, can you help her get her account back, or not? If not, she'll be signing up for Gmail instead and lose all of her e-mail for the past many years, due to this problem. 

Thank you.