This is a Cataclysm of events… My wife changed her phone number then lost her phone at the lake (about 75ft down). When she got her new one the authenticator didnt transfer over so she cant log into WoW. When you try to talk to someone at Blizzard you literally can’t talk to anyone. She has filled out their questionnaire multiple times and havent heard back. This has been going on for months now.
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If she is replying to the email then that is why she has heard nothing. That is a do-not-reply email. They do mean that.
To answer the questions they asked, she needs to open a new ticket, reference the ticket number related to the questions, then answer the questions. Submit that ticket.
Another way to do it is to set up another free Battlenet account in her name. It will need a different email than the first one, but her legal name is of course the same. She can use that to communicate with Blizzard more easily and track tickets. When talking about the other Battlenet account - be sure to always give the identifying info (battletag#1245 and email).
They should be able to remove the Auth once they verify she is the account holder. Hopefully they can change the number as well.