Question about Outlook Express

I am finding Microsoft a complete shambles. Yesterday, 07/10/2013 my hotmail account alleged that it was being hacked by another user, and wanted proof that I was the rightful owner. Unfortunately, I had not updated my secondary account after changing my ISP, and any codes sent by Microsoft were being forwarded to a none existent address. Obviously I can't change the secondary address because I cant access my hotmail account. Chicken and egg. So I filled in as much information on Microsoft's online form as I can possibly remember to try and get the account back in service, unfortunately it wasn't good enough for Microsoft, and after 3 attempts shut down for 24 hours. Dutifully filled in a fourth attempt.

At the same time tried to phone Microsoft, and what a total waste of time that is. Call centres cut off, as they are instructional only, and eventually the most appalling telephone connection to someone foreign, God knows where, that I could only discern every odd word. Total disgrace on Microsofts part as far I am concerned. 

The fourth attempt has now raised the following response:

Your security is important to us
Recently, we received several requests to gain access to   (my email address removed).com.  Unfortunately, we were unable to verify your ownership using the information that was provided. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and our careful account recovery process is intended to protect you from any possible malicious activity.

Now what?
Because there have been multiple unsuccessful recovery attempts for this account, we recommend at this point that you create a new account. It's quick and easy, and we have tools to help you import contacts, connect with Facebook, and even receive messages from multiple email accounts.

     > Open a new account

With a new account, you’ll be able to use the following services across all of your devices:

• Best-in-class email with unlimited storage at lightning speed and serious security.
• Stay connected with friends and family, see social updates and chat with Facebook friends, and make ordinary moments memorable with video calls.
• Free online storage for thousands of docs and photos, shared your way.

Well, put simply, I want my hotmail account reinstated. It contains essential emails and contacts some going back over 15 years. It is a sheer disgrace that Microsoft has such an inadequate customer services facility that cannot even respond to a phone call with an intelligible phone line, and some constructive help.

I look forward to their - or someone elses - response and assistance, I guess somehow that I am not the only one in this position.

FrustratedMicrosoftUser895