My friend's Xbox Account was hacked

My friend's xbox account was hacked. He's partially mentally challenged (mainly spelling and reading/writing comprehension) so I'm typing for him and trying to help him through this. He called me nearly a week ago saying xbox locked him out of his account
(this was a misunderstanding) and for me to help him. I told him xbox was probably just prompting him some security info and to get his brother to help him through it (as it has done to me before) so he could get back online. A couple days later he said he
was still locked out, so I checked more into it myself. I noticed through the friends tab on my xbox app that the gamertag was still the same, but the name on his account was changed to JaKe Smith, with the capital K (seems like a typical alias). That set
off the red flag, uh-oh... looks like you've been hacked.

I went to recover his account through the usual means detailed on the support site... but for some reason, hotmail/outlook said his account that is tied to his xbox account, didn't exist. We tried a couple different variations just
to make sure we weren't remembering wrong, but every single time, we were told it didn't exist. He has been hacked once before several years ago, but I was able to recover his account within a few minutes again using the suggested methods on the support site.
I had changed all his passwords and set up a security contact method so I thought we had taken care of all of that. However, it seems that this hacker has changed the email and passwords connected to my friends xbox account and seemingly just flat out deleted
his email. Without a hotmail account to log in to, there is no way we can try and recover his xbox account through the normal means.

Can someone help with any way to start the recovery process? Is there even a possible way to recover the account without a currently accessible email that was once tied to the account? There was no money or credit card info on the xbox account and his xbox
live gold was expired; however he had several games he downloaded off the xbox store that he is incredibly dissapointed about losing, not to mention a fairly high gamerscore he was pretty proud of. Any help would be greatly appreciated.

:)

 

My friend's account got hacked

I have a friend, whose account got hacked a few months ago. He contacted Microsoft at least twice, but he told me that they didn't do anything to resolve his issue. He completed his survey, but I believe that he didn't receive enough steps to complete his
process of recovering his account. If any of you guys have any suggestions, please comment on this thread. Thank you.

 

My friend's account got hacked

Your friend would either need to follow the instructions
here or contact support here & ask them to open an unauthorised access case.

 

If his account has been compromised, he would need to contact support and have them start an unauthorized access investigation. 1-800-4my-xbox if you're in the US/Canada or http://support.xbox.com/contact-us

 

For compromised accounts follow the steps here:
https://support.xbox.com/my-account/security/compromised-account-solution

 

Unfortunately nothing has worked thus far. Everything on the support site, at one point or another, requires an existing microsoft account to proceed. I noticed later after dusting off and booting up the old 360 that his avatar was also changed to a black
guy (my friend is white). I happened to still have his profile on my own xbox 360 from years ago when we played it at his house, and he just happened to have his email saved on my console. So I can confirm that the email we had been inputting is correct. However
everything we input it in, whether it be basic sign-in, password reset, or account recovery form, all come back as "we don't recognize this email" or "account doesn't exist," which doesn't make sense at all.... surely microsoft has a grace period to restore
deleted accounts in the case of accidental deletion or malicious hackings...

I have sent a support ticket to microsoft, however I have yet to receive a reply. If for some reason I don't receive a reply or they can't fix this over email, the only option left is the support line number.

I appreciate the support thus far though. If anyone else has other suggestions for me to try in the meantime, feel free to send them my way.