I experienced this in a different way! For some reason I had duplicate user names or something tied to my old email address that I could no longer receive emails at (or wasn't receiving, on requesting a reset link). I opened a chat (I recall?) with the customer service, and after explaining, the person typed, "ok I have reset your account email address to xyz@hotmail.com" (which I provided).

What!? Without any verification or corroborating proof of me being the account holder? This is really shady.