hotmail blocked account

I need help unblocking my mom s hotmail account which is *** Email address is removed for privacy ***.  Iits been blocked since a week and before that she was sent an email that her account was opened by another user somewhere so obviously it was hacked. Since then I've been trying to unblock her account through filling a form and sending it to microsoft but the only reply I'm getting is that the information provided is not sufficient while I'm pretty sure of the info provided. I have no options left to unblock her email thats why I'm asking for help.
Thanks in advance