Recover a hotmail account that was created when the person was a minor

In 2006, I created an email for my daughter, ******@hotmail.com. About 10 years later, my wife's hotmail account ******@hotmail.com was hacked. Her account was the security account for Serena's account. Both accounts were hacked and rendered unusable by the actual account owners. Neither has been recovered. Somehow, Serena (now 21) used her Apple Pay to purchase event tickets that somehow have been sent to ******@hotmail.com. After numerous attempts to use the account recovery form, I am now trying to get in contact with a human representative to have the account closed to prevent the hackers from accessing her Apple Pay. She is going to an Apple Store in NY to try and have the email removed from their end.