Issue with resetting email password

iam trying to reset my email password as its been comprimised tried via mobile and on computer to reset it and keep getting the same problem link your vm account as iam not the main account holder it wont allow me to continue but my 02 email address is verified with VM it just keep going around in circles got account recovery code still no joy same with password reset when added security question and DOB still the same issue, was on phone with adviser yesterday for over 1 hr still no joy any thoughts or suggestions, bare in mind had this email address for over 14yrs no issues till recently