Usually these folks are in Nigeria, or rather, that's where the scam originates from. You see this A LOT on social sites. They can be "stuck" in a number of places, or promise you a butt load of money if you assist them (Being stuck isn't the only scam). They actually devote a lot of time into these scams, that is, if they're not lazy. Sometimes you can pick this scam up, out of a crowd, easily. It sounds like your friend was tricked out of personal information, into downloading something, or coaxed into going to a "trap" site. In either case, if the security features and answers don't allow for a password recovery, then you'll just have to make a new account and learn a lesson about computers.
If you run across this, always remember: "If it sounds too good to be true, it usually is." Have fun with them. Most of the "women" you meet through these are men, so leading them on and dropping the "OMG, I know who you are!" bomb is always fun and humorous at times. This happens to a lot of people, all the time. Just watch yourself, and always pay attention to what you're actually answering as to their questions. If they claim to be from America, ask them about how long it took them to get a passport to the country they're in. They freak, instantly. :D