Apple ID password reset email goes to same email address that's locked

My brother forgot his password on Mail.app / icloud.com / iPodTouch Mail, so he selected 'reset password/forgot password' on his MacBook.

The only thing is, he can't open the reset email link as the supplied email address is the same as the locked one.

He's tried answering the security questions but it was many years ago and can no longer remember the answers.

He's been to iforgot.apple.com and tried adding any older email accounts to no avail also.

Anyone have any new ideas?