So, I (let's call me Alex) was trying to change the email address on my Disney+ account. My old phone got stolen last year, and the email for that old account is still linked. I have a new account now and just wanted to link my email to it.

Here's how the chat went with "Lulu" from customer support (CS for her, AL for me):

CS: Hi Alex I'll be more than happy to assist you. Thank you for contacting Disney+! My name is Lulu. How may I assist you today?

AL: Hi, My email is still linked to my old account and I would like to change it. [email address removed] is linked to my old account, my new account is 083***6023

CS: For security and verification purposes, can you confirm your email address and the mobile number you have used to subscribe with as well as your subscription plan please. Kindly send me a screenshot of your payment that shows the date and amount of the payment you made on your account.

AL: (linked screenshot - shows payment via Google Play) is this sufficient? that's my new account.

CS: You would need to reach out to MTN as you have subscribed via them. You can do so by contacting them on these numbers Call 135 General Inquiries [email address removed] Chat on WhatsApp 083 135

AL: I'm not subscribed via mtn. I'm paying through google playstore. I need to change my email.

CS: Please be advised we are unable to change email address on our end I will unlink it then you update it on your end when you get a pop-up notification on your app, I have unlinked the email from your subscribtion the pop-up notification will pop up anytime from now onwards make sure you log out and log back in.

AL: that won't work, my old account is gone. I want to link my email to my new account. my phone got stolen last year.

CS: How is it not going to work, don't you login in your account with the subscribed number?

AL: my email is linked to my old account. which i don't have access to anymore. i want to link my email to my new account.

CS: Is the number 083***6023 not the number you are using?

AL: that's my new account

CS: You can log out and login again so that you can link your email address as mentioned we are unable to change emails on our end

AL: did you unlink my email from my old account?

CS: Did you change numbers if so please provide the previous number so I can check

AL: THAT'S WHAT I'VE BEEN TELLING YOU.

CS: Are we still connected?

AL: 0837583054 that's my old account I think

CS: I asked you the number you used to subscribe you gave me your current number

AL: read again. not the same.

CS: I have unlinked the email Alex would there be anything else?

So, AITAH for typing in all caps at the end there? I was getting really frustrated because it felt like Lulu wasn't even reading what I was saying and kept suggesting solutions that wouldn't work for my situation. I know it's not the CS rep's fault if their system is limited, but the lack of understanding was infuriating.