Recovering Locked Account

My wife had her Outlook/Hotmail account locked while we were travelling in Costa Rica.  She tried twice to recover her account via the automated process using my Outlook/Hotmail account as reference; both of those attempts failed with Microsoft stating she didn't provide enough details.  I contacted @MicrosoftHelps on Twitter and they referenced me to a separate Support form, but that gave me an error saying that the primary name to create the support request didn't match which wasn't accurate.  So, I went back to the @MicrosoftHelps account on Twitter and they referenced me to this forum in hopes you could help.