after use SMS code to reset my password but i still can’t access my email because it needs to use alternative email to verify again.

my aunt call me to help because she lost access to her's email, so I tried to use her mobile phone to reset the password but after reset the password, then tried to access her email but hotmail still show that it needs to verify again with her alternative email which has been hacked before this account. So how can i verify within this email. I don't understand it looks very strange. if SMS code can not help me to reset my password and access my email why u putting this option because i still need alternative email anyway.