cant get in my account password reset does not work!!!!!!!!

When I try to log into my account, it says "someone else is using your account" and gives me the option of sending a code to an old email address I no longer own.  There is also a link that says "already have a code?" which I dont.  The last option is to submit my proof of identity form.  I have done this many times and what they always send me is a link to the password reset page.  I then have to fill out the password reset form again "though this one is formatted slightly differently" or have it sent to the account email address.  Lucky for me I am using an Gmail address for the account instead of hotmail or I'd be in an even longer loop.  I then get an email that lets me reset my password.  However after I change my password and before I get a chance to update my security information, it gives me the dreaded "someone else is using your account" message again and I am back to square one.