why apple Tech never been able to help?

all I am trying to do reset the password on my wife account we are not getting and text or email and i got email later saying the account will be unlocked after 14 days how is that make any sense the phone is now disabled because of the kids and I cannot even reset the pass for the apple ID, calling the support is useless just wasting time transferred from one agent to another with no help all they said wait for 14 days how is that even possible. I guess its time for move to Samsung.