Unable to leave family sharing or remove user

My family sharing account (my wife) was hacked and the hacker changed the email address a year ago, and made some purchases - after which the bank did a charge back and that user was blocked. However it is a year since I am trying to get this user out of family sharing, but I can neither remove the user or leave family sharing. Case was raised and had so many conversations had, and every time support sends me the method to leave the family sharing - but this does not work and no one from support is able to assist. When I click on remove or stop family sharing - nothing happens.

Any idea what could I do further?