account verification urgent issue

My friend has been requested to verify her account ( any time she tries to sign in, it tells her that someone else is trying to open her account) therefore she hasba code sent to her alternative email but the problem is that even that account needs a verification code from this account and vise versa! she tried filling in the form that asks for personal details and its been over a week and nothing has bee solved nor has she been contacted. She needs this account back urgent an thats why im asking from my account on her behalf! She has alot of important details in it ! Thanks guys