Question about Outlook Express

Good evening everyone. a current family member has had her account password hacked/stolen. We have tried the regular routes to try to recover the password as in with the security question was not an option since she had the account for a very long time and forgot the answer. Also after chatting with a Live agent she directed me to the form to fill out with the account info and the last emails send and whatnot. The problem is that when trying to submit the form there is a message that pops up saying that there have been too many recovery requests for the account which is weird since there were no requests that were made that i know for a fact (I know that Microsoft has a 3 requests per 24 hours rule) which is leading me to believe that someone else might be trying to access the account. I tried to find a phone number to talk to an agent but that proved fruitless since Outlook.com does not have any phone support I believe. If anyone else have any ideas it would be greatly appreciated.