I know, laughable isn't it...
P*ssed off webmasters and eP peeps come to that, tend to blame their first-line support for a lot of this kind of stuff. But really, a lot of the problems people bitch about, this one included, arise from procedures and templated responses prepared by people who should know better.
Their response asks for 4 things. The first is my ID, which they already have. The 4th is that I respond in a certain way, and the instructions include the ID they asked for in #1: presumably in case I don't have it handy. The only two questions that are - possibly - relevant, require information that simply won't exist for many customers.
The whole thing is BS because if I were someone who had found a way to access both their customer area and their client's registered email address, would I really waste my time trying to update my email? Now I am stuck with telling someone who isn't allowed to use any thought or initiative that I cannot answer his/her questions. 36+ hours later he/she will fire off another templated response which will be as unhelpful as the first. Finally, as with the three or four equally petty things which have arisen in the past, I end up on here asking help from whoever eP's current front man is.