If they made it easier to unlock your account, it may make it too easy. As in, someone who was not you could unlock it and use it maliciously.
As for customer service... they're more swamped than the x-wing in episode V was when it landed and sunk into Dagobah. Sucks.
Too easy? I will answer the other four questions. They are there for a reason! Isn't that safe enough? That, plus the fact that I am using my mail! This is usually enough for 99,9% of online accounts.