att.net email lockout, how to add recovery options

Could not access email, got a screen that the password may be compromised.  This email was setup 15 years ago, none of the current recovery options were in use at that time, so no recovery options were ever configured.   After several support calls, we were told to open a myemail account recovery form, which we did 3 weeks ago, providing plenty of proof about our ownership of the account.  We have not been contacted...3 weeks!!  Does the myemail account recovery form process no longer work?  How many more weeks of waiting?  No tracking information is provided when submitting the myemail account recovery form.  If they ever do respond to that form request, how do they contact me?  If it is one of those things where they call once and quit trying if we don't pickup, do we have to start over with another form?

Plan B...how can a recovery contact email or cell phone number be added for a recovery tool to the locked account? 

We have been AT&T cellphone customers for 20 years, very disappointed in the response to our situation. We used to be AT&T Internet customers during the dialup days, and DSL customers before it was discontinued in our area.   Lots of history of paid AT&T service.