I can't reset my security questions

Question

Hi,
My mother just bought an iTunes gift card to make a purchase on her iTunes account, but when I add the card it tells me that she has to answer to the security questions.
The problem is that the answers that she gives me (which, as her son I know are right by all the stories she told me growing up), are apparently wrong.
I tried to see if the answers are case sensitive, but no luck. After that I tried to reset the security questions by sending the reset email to the secondary email address... the problem is: it never gets there.
I tried to change the secondary email address and even tried to add another one to it, but it doesn't even let me do that.
So:
to make a purchase I need to respond to security questions
security questions tell me the answers are wrong
sending reset security questions email doesn't get sent/recieved
secondary email address doesn't receive the reset email
no possibillity to add another secondary email address because all email addresses are apparently in use (which isn't true, I have tried 7 different email addresses, and all are in use (not possible)
no possibillity to verify the existing secondary email address because the verification email doesn't get sent/recieved (double checked in mail app on different phones and on web portal to exclude problems with the app)
Im running out of tools in my toolbox to fix this and have a nice set of goose eggs because of hitting my head against brick walls, so if there is someone that can tell me how to fix this so that my mom can finally play word feud without ads, because right now it seems like as if Apple doesn't want to have her money...

Answer 1

Alternatives for Help Resetting Security Questions and/or Rescue Mail
     1. If you have a valid rescue email address, then use this procedure:
         Rescue email address and how to reset Apple ID security questions.
     2. Fill out and submit this form. Select the topic, Account Security. You must
         have a Rescue Email to use this option.
     3. This is the only option if you do not already have a valid Rescue Email.
         These are telephone numbers for contacting Apple Support in your country.
         Apple ID- Contacting Apple for help with Apple ID account security. Select
         the appropriate country and call. Ask to speak to the Account Security Team.
     4. Account security issues almost always require you to speak directly to an
         Apple representative to securely establish your identity as the account holder.
         You can set it up so that Apple calls you, either immediately or at a time
         convenient to you.
            1. Go to www.apple.com/support.
            2. Choose Contact Support and click Contact Us.
            3. Choose Other Apple ID Topics and choose the appropriate topic for
                your issue.
            4. Follow the onscreen instructions.
         Note: If you have already forgotten your security questions, then you cannot
         set up a rescue email address in order to reset them. You must set up
         the rescue email address beforehand.
Your Apple ID: Manage My Apple ID.
                        Apple ID- All about Apple ID security questions.