Why is it impossible to recover/reset password with 2FA set

For the last 60 days I have been caught up in the recover/reset password endless loop of despair, with not even a glimmer of hope of sorting the issue out. My son stupidly changed his password a while back thinking he was clever and set up 2FA. However the only options he put was the app and my email address as a recovery. He then broke his phone and had to get a new one. Guess what? The app signed him out. Now the problems begin. So now he is down to only one available method, but requires two! He luckily has his Xbox still logged in as it automatically logs him in, yet can't access the password to see what it is on his Xbox. So we try and log into his live.com account and we click the can't access the methods of authentication, it sends us to a page which is designed by an idiot to help reset your password. You go through the process and it gets you to fill in a form. It asks for things like the phone number associated with the account (we have access to that still), it asks for the secondary email address (have access to this too), it asks for the bank details that are sued on his account, we enter those knowing they are correct, it asks for purchase history, we put that in as we know the last thing purchased. It asks for any other device ID's the account is used on regularly. We select the Xbox and enter the ID from his Xbox. Fill in around 5-10 different methods of proving it is us and not someone trying to steal his account. We submit the form and get told you will need to wait 30 days to regain access. To the secondary email address I receive an email to say they have received a request to reset passwords, it has a button on it to say yes this was me, this send you back to the help page to try and regain access to your account asking you to log in first! Also receive an email to the other email address it asked us to supply as backup and this email said thanks for your request but we are ignoring it as you have 2FA set up. Go on the various Microsoft chat bots to get further help but end up in a repeating loop of despair despite telling them I had already done what they said and the issue with it. I have googled for some sort of email address for support or any way of dealing with a real person to see if they realise how stupid their security is that it requires you to log in to recover a forgotten log in detail. It is like locking a padlock key in the box the padlock has locked. Surely once so many details have been submitted they should be able to get in through the back door and turn off 2FA as the information given would only be known by the account holder given that emails and phone numbers are mostly asterisked out, bank details and purchase history would be encrypted etc. It makes no logical sense that an account can just be completely locked out from everyone with no way of accessing any part of it or recovering the log in for the app when a new phone is purchased and details forgotten.
So if anyone is able to offer the slightest glimmer of hope I am all ears and I am sure thousands of others are who find themselves in a similar position as scouring google this seems to be a fairly common issue with Microsoft.