I gave my account to a friend for 2 years and decided to come back and he told me he lost password, wether this was true or not, I was determined to get my account back so I called a GM and told him that I quit 2 years ago and my pw was different when I came back and it was possibly hacked
Anyways, the way I got it back was he asked me questions that only the original owner would know, most of the info was changed so I was wrong on most of the questions, but the question that won it over was "What was the year and month you first registered on PoL."
Luckily i still remembered and the GM reset my pw right then and there
BUT the most important thing you should know is:
that it took me three calls to get a good GM, some do suck but others will help you right away
So keep trying, your friend might have to wait a day or else he'll get the same GM
Sorry for the long text, just tryin to help out lol