I tried (via telephone) and they basically told me it was impossible, they had no record of my email in their system. This could have been simply incompetent s

I tried (via telephone) and they basically told me it was impossible, they had no record of my email in their system. This could have been simply incompetent support, however as I successfully guessed my old password I didn't feel like wasting another hour explaining my situation to a new rep with a small likelihood of solving or even improving my situation.