Hacked Live account

Hello, 

On of our customers accounts was hacked.

This is a Live account linked to his own emailadres (not hotmail) from his Internet Provider.

A few weeks ago someone gained access to this account.

They changed the recovery email address and the phone number.

The customer has a paid Office 36 family account, which is paid for with his MasterCard and he can provide the invoice from the last years..

We tried the account recovery Form multiple times, opened a case with CDOC Case Management.

We simply got the reply that they could not do anything but to suspend the account.

I Think this is crazy, is there no solution to this ? 

Thanks,