We go to the password reset link and enter the Microsoft Account that is locked out and the captcha word.  It reveals a page to "Reset Your Password" and options to "Email me a reset link" and "I can't use any of these options".

The former reveals two other email addresses to send the password link.  We choose "Next" and it says "We've sent a password reset link to these email addresses."   NO PASSWORD RESET LINK IS EVER RECEIVED..  We've tried this a hundred times..  The 2ndary email addresses are correct.  Microsoft simply is NOT sending the reset link emails..  Doesn't work for text messages either. 

The 2nd option requires us to enter the user's personal information, name, birthdate, other personal questions.. The response is that someone will review the request and get back to the customer in 24 hours..  It's been 24 hours already.  NOTHING EVER HAPPENS HERE either.. 

So is this how Microsoft "helps" it's customers?   IF we don't hear from anyone at Microsoft who can HELP with this problem and we end up not being able to get into this account, we will abandon Microsoft services and go to Google.. This means all consideration of Office 365 subscription for business and Google Apps will get this customer's business.  

This is the most ridiculous excuse of support and service I've ever encountered..  It is no wonder that Microsoft has such poor reputation these days.   I will stop recommending Microsoft services until there is a better and more reliable recovery method established. 

Bryan