She was hacked yesterday. As far as passwords go, she was reasonably secure (Nothing generic, no names, related places, etc) and our home PC is definitely virus free, so we're not sure where the root of the problem lies. Unfortunately the account was created over 10 years ago so a lot of the details (such as her annoyingly vague secret question) are lost in the mists of time. Despite filling in relevant details such as recent e-mail topics (such as ones sent to me) we can't seem to recover the e-mail account. Are there any relevant links where we can find a solution to this issue rather than the automated form repeatedly telling us we can't recover her e-mail address which we're having no luck with?

If it's any use, I've been aiding her in her struggle to reclaim her account but I'm quite stumped (And a Microsoft certified enterprise administrator, so I thought I would at least be able to get *somewhere* for her, but alas no luck)