Yeah, about that: It won’t really help as folks can easily get info from other people to act like they’re the owner of an account. More so when there isn’t proof given - you can’t send today’s paper and your state ID through a landline.
More to the point, we had someone here who had their account taken from them due to someone else getting more info then anyone else should. Albeit, the owner put a fake name to make it harder to prove ownership, but the main point is they can’t take someone’s word for it because they say so - they need proof can see to ensure it’s true.
3 months of back and forth isn’t enough for you is it. The website can’t help her and she can’t even cancel online since it wants her authenticator code from her old phone. The website even tells her to contact support for the issue but support is lacking there.
I feel like this would be a much quicker, much easier process if your friend were the one posting here directly, rather than all correspondence going through an uninvolved third party.
I think we already encouraged this, your friend, and ticket id’s and all that. If this has not been resolved yet after your friend has provided all of this, my only guess is there is some contention about who the actual owner is on that account, maybe they did not use their legal name when creating it? Even if it was created by a parent or guardian, it should be the creator of the account who ultimately attempts to regain it.