AOL Password Reset - how to recover when security questions cannot be answered

My client cannot access her AOL email account.  She has talked at length with AOL technical support and cannot provide them with the nickname or phone number as answers to the security questions on file.  She has only one childhood nickname and cannot provide any name other than that.  She has had her primary phone number for decades and that does not match the phone number on record, even accounting for area code changes.  At this point, her account is inaccessible and AOL does not offer any level 2 support.  They did not offer to verify the account using payment information, checking recent emails in the account, contact list, etc.  I am interested in knowing how to escalate this issue within AOL to allow my client to access her email.  Thanks in advance for guidance about this issue
bbaumbergerConsultantAsked:
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Dr. KlahnPrincipal Software EngineerCommented:
Have you gone through the online password reset procedure?

https://i.aol.com/account/password/start
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bbaumbergerConsultantAuthor Commented:
All standard online reset procedures were tried.  The issue is that the account holder's nickname does not match what is on file at AOL nor does her recovery phone number match.  This implies that her account was hacked.  She has talked with AOL technical support twice (once with me on the phone) and they will not offer any other account recovery methods nor will they offer to refer the issue to a higher level of support.  This is a dire situation for the account holder who has had an AOL account for over 20 years and now has no access to her email and contact list.  We need to know how to appeal to a higher level of support at AOL.
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JohnBusiness Consultant (Owner)Commented:
Consider upgrading to a paid plan (if your user is using the free plan) and then escalating the call to support via a paid plan.

https://help.aol.com/articles/account-management-contacting-aol-customer-service-support

If the phone number has not changed, escalated support may possibly be able to help.
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bbaumbergerConsultantAuthor Commented:
Both respondents were helpful but did not provide a solution.  AOL requires correct answers to security questions to access an account.  I resolved the issue by reviewing password entries in Google Chrome and found the correct password for my client's AOL account.  Even with that, she cannot update her security answers unless she knows the answer to the old security questions.  She will be closing her AOL account, but at least for now she has access to her AOL email.
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bbaumbergerConsultantAuthor Commented:
AOL security options are very weak!
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JohnBusiness Consultant (Owner)Commented:
Thanks for the update and.good luck for your user
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