I would propose that maybe they can't remember their membership number, so are forced to look it up on a piece of paper. Whereas they believe they know their em

I would propose that maybe they can't remember their membership number, so are forced to look it up on a piece of paper. Whereas they believe they know their email, and maybe make typos. I know that whenever I have to contact a service for which I only have a long numeric number I have some reference handy to make sure that I don't fuck it up.