This must be illegal and open Microsoft to a class action lawsuit. They have no failsafe to recover a hacked account, when their automated system fails. My account was hacked by Russians (new email address ends in .ru) -- changed password and email address, so I can't use normal "forgot password". The only support is chat and the chat people say they are powerless to do anything. The only mechanism is the automated recovery process. That process asks things like what zip code I was in when I opened the account -- which was 14 years ago! I have moved so much I don't remember. And I paid via Paypal but they insist that I provide a credit card number for the account, which there was none. And so on. Asking details that I don't have. There is no live person who is able to verify that I am the true owner of my account.
The truly bad part is that now Russian hackers have access to my chats that were used to transmit login and password information. And in some cases financial information. I had the expectation that Microsoft would keep my account secure, and so used Skype for this kind of sensitive information. But they failed to protect my account, and now they have failed to provide a way to get may account back! This is the worst kind of failure. That's been my primary means to communicate with my son after I split with his mom. That has all our chat history going back 14 years, from the time when he was 7 years old. It's lost. Because Microsoft is too <insults deleted> to provide a live human being to verify that it's my account and that I've been hacked. I'm researching how to sue them in small claims court.