Email forced password reset

My email account is currently unable to verify and needs a password reset, which was forced by the system and not requested by me. I have attempted to call customer service and had to say I wanted to speak with a real person about 15 times. Got the run around for 40 minutes after speaking with a real person and then transferred twice. Then they said they would call me back at 6pm and never did so I had to call and sit in the queue for another 40 minutes. Again all for a password reset. This is my parents account so i had to link them in the call to verify everything, which took almost 40 minutes as well. Why does it take hours to change a password. This is absolutely ridiculous, and I do not have access to my main personal email now.  I cannot believe how unintuitive this entire process is, all the customer service call center employees say is let me verify this and let me verify that even when I have stated everything multiple times. Hopefully after this hour long phone call I can finally have access to my email