Apple ID password required after software update

In late July 2023, Apple pushed a software update out that performed a reset that requires a use of the Apple ID and password for the device. This was done to my 83 year old mother-in-law, who remembers the device unlock password, but does not remember her Apple ID password. We hace contacted Apple 4 times now to reset the password the second time the said we would here from Apple on Sept 6, we never did here from them! We then went to a local Apple store and were told they would restart! the process for recovering the password and we would (in 24 hours) hear from them (long store, but the number associated with the account origanlly was a wired/land line and prior to the visist and several long telephone conversations with Apple support got the number changed to a personal smart phone) on this new cell phone number. Needless to say after 3 days not hearing from Apple support, we call again and were told it would not be until Oct 12 that the password could be reset/recovered! Looking for Apple help to reset the password for her Apple ID account ***@gmail' and send notification/link to 30***

[Edited by Moderator]