My son can't access his account (hacked)

I understand, but...

1) That's a huge pain

2) It should be a simple fix if I could just talk to a human.

Hiya Steel,

Thank you for letting us know that the issue has been fixed.
(Since you have marked a response as answered) We'll be locking the thread as the issue has been resolved. If you ever require any help with any other issues please feel free to come back to the Xbox Forums for further assistance.

Happy Gaming

Unfortunately, there is not an option for 'request a call from support'. There are only "post on the forums" (doing that here), and "chat with xbox support" (already tried). I'm getting frustrated at not being able to talk to someone

You can contact your credit card company and explain the situation to them and they will initiate a credit card number change to prevent unauthorized charges to your account. Alternatively if you have set up that you need to authorize a purchase that incurs
a charge before they are completed then you shouldn't need to worry. Just monitor your credit card and if an unauthorized charge occurs then you can contact your credit card company to have it reversed. Most credit card companies allow you dispute a charge
that was not made by you within a certain timeframe. So as long as you monitor it you won't be held responsible if a charge does indeed occur.

I was able (finally) to reach someone via the 'callback' option. It seems that if you are trying to 'recover account' you can only do it online, not on the phone. I had to work around it by entering it as a 'billing' issue (out of concern about my credit
card), which opened up the callback option. It seems like the account recovery algorithm could use a bit of tweaking.

Anyway, I was able to explain to the very helpful rep what was going on, and she took the relevant information and escalated the ticket to a hacking investigation. Hopefully it will be resolved in the next few days.

Thanks for your help!