I understand the frustration this must be causing you guys, but there is only the standard number to contact us. It may be worth creating a ticket by sending a mail to firstname.lastname@example.org, although the turnaround on tickets is potentially longer it would save your friend from having to wait on the phone.
Unfortunately the fix that is resolving this issue for the other users isn't working on your friends account. It appears that they will need to call our support team for further assistance.
I apologize i listed the incorrect account name to you guys. Can you try again with the account name JJthesith?