Question about Outlook Express

Ok we have been trying to recover my wifes hacked email account for sometime now.  I have tried every password recovery method available all of which DONT WORK.  I have called Microsoft Canada no help.  I have filled out the forms to verify my account to which Microsoft said they would disregard as two part security was instated on the account.  I have done everything possible and still have gotten nowhere.  The two email addresses to send a password reset to are completely unknown to me and my wife.  I am so tired of trying to get into our account its ridiculous.  It seems obvious that the account is hacked they have been spamming people on her content list with requests for money and sending mass emails to other lists.  If you cant see this is hacked why are you here saying you can help. This has to be the worst customer service EVER.   Please someone help us  PLEASE  The account in question is *** Email address is removed for privacy ***   .  I have already posted on this forum and got no where.  If one more tech person tells me to go to the password reset page I am going to go ballistic.   Please I don't understand why you cant send a password reset link for the account to my account *** Email address is removed for privacy ***   it is very apparent that we know each other I send her money through e transfers all the time.  SOMEONE PLEASE GIVE US AN ANSWER that is not go here or try this.