I am so confuse

Since I can't excess into my Hotmail account and Facebook, I have been trying to get my Hotmail password reset. But they need to validate whether I am the real owner of my account or not. I wait and wait till I get a reply stating the information given are not enough to prove in validation. After few days of waiting that the answer I get and it also state what I should do. So I read it and try to remember details in my account. I am not sure whether I should apply there but since it the only place where I use to check on so I reply at there 3 post after their reply mean 3 days without reply. Anyway, I understand that there are many of user that need help so I do hope I could get back my Hotmail account. I need it so badly! confused~

Is there anyone who face this problem before? I really need some advice.