It isn’t that providing ID isn’t generally good enough, Mollicogs, but due to laws regarding the handling of personal information globally, we are generally unable to use it.
While I understand she may not have some of the information asked for, can she try to answer any of the questions asked? Did she open a new ticket to provide what answers she could while referencing the account in question?
Some folks reply to the email that they are sent, which doesn’t come back to us, so make sure she opened a new ticket.