Locked out of iCloud, support is NO HELP!

My parent's computer came up and asked for their iCloud password for some reason last week, they tried entering it but didn't remember it so the account was put on lock. The past week has been nightmare dealing with Apple and trying to unlock the account. We don't know where to turn at this point.
1. they don't remember any of the security answers (their answers are right but support says they're not), and they don't have a recovery email on file (or at least we can't remember what it is)
2. call Apple support, they cannot unlock the account or change anything because they cannot verify the account identity. They send a code to one of their devices, but the 2nd form of ID must be one of the security questions which they don't know the answers to.
Apple's solution was to create a new iCloud and Apple ID account. I informed them that was not acceptable because my parents needed access to their existing email for insurance information, etc.
So I just noticed on Apple's site it says if you forgot the answer to the security questions, to use the recovery email to reset them... if you don't know the recovery email, please call Apple Support!!!!   That's what we did and they say they cannot help us.
What am I missing here?

I also want to add that the support folks we talked with today KNEW NOTHING!!!!  They tried to tell me that the iCloud and Apple ID is not the same as their email address.... it was only a username and that they had a separate email... ***? 

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