She likely received an auto-response which she needs to reply to. Beyond that Zos would need to check some things. They cannot just grant access to someone who says it is their account or that would become a great way to hack an account.

@ZOS_BillE may be able to help. Good luck to them.

Of note, people need to be careful and wise with their passwords. Someone needs to gain access to your email to gain access to your game. That means both passwords need to be very different. Also, changing passwords often, especially when a data breach makes the news, it a good policy.

The only person I know who has their ESO account hacked thought their password was a good password because they had used it for years in WoW (and probably their email and more).