Hacked account

If your account has been hacked and the email address has been changed, you should take immediate steps to regain control. Here are some actions you can consider:

1. Disable the Compromised Account: If you have access to any administrative tools, disable the compromised account to prevent further unauthorized access.
2. Contact Microsoft Support Again: Since you've already tried contacting Microsoft Support, ensure you provide them with all relevant details about the situation, including the new email address that has been set by the hacker. Request to escalate the issue to a higher level of support if necessary.
3. Use Account Recovery Options: Try using any available account recovery options that Microsoft provides. This may include answering security questions or using recovery codes if you had set them up previously.
4. Check for Account Recovery via Trusted Contacts: If you had set up trusted contacts, you might be able to recover your account through them.
5. Monitor for Suspicious Activity: Keep an eye on any other accounts linked to the compromised email for suspicious activity and secure them as needed.
6. Enable Multi-Factor Authentication (MFA): Once you regain access, enable MFA to add an extra layer of security to your account.
7. Educate on Phishing and Security: Make sure to educate yourself and your son on recognizing phishing attempts and securing personal information to prevent future incidents.

If these steps do not resolve the issue, you may need to consider creating a new account and informing your contacts of the change.

References:

• Respond to a compromised cloud email account