A straightforward account access issue has now been ongoing for weeks. We have completed Microsoft's recovery process more than 50 times, repeatedly contacted live chat, spent hours dealing with support and followed every instruction provided.

We've repeatedly been told to wait 24–48 hours, only for nothing to happen. Support requests have been closed without resolution, emails ignored and escalations met with automated responses.

After weeks of this, we were eventually told the account was locked and required an entirely different reinstatement form. We completed this immediately, yet once again there has been no meaningful response.

This concerns an older person with accessibility needs who relies on the account for important everyday communications.

We understand Microsoft needs strict account security. We're not asking for security to be bypassed, we're asking for a human being to review the situation and take ownership of resolving it.

For a company of Microsoft's size, the lack of communication, accountability and effective customer support has been completely unacceptable.