Password recovery

I need help, we can't turn off the Find My feature because we don't have the password to my son's email. My son's phone does not work. We reset the password but it's going to take 26 days to get it reset. YES I WROTE 26 DAYS!!!! The phone is for the safety of my son. Now my son has no phone. 26 days is ridiculous, just to reset a password in order to remove Find My. PLEASE FIX THIS. Again, the phone is a safety measure. Now I don't feel safe with my apple product. Can someone give any answers.