Pathetic service

I've never experienced such bad service at Multichoice today, I just had a live chat with Thato now around 18:15, regarding my dstv now app as I needed assistance. I confirmed all the security checks that was required, but now because I forgot my old email address, as I used it long time ago and I couldn't get assistance. He/she asked me to send copy of my ID, that is very important and personal document, I cannot just send it,and I was not assisted, maybe I should be like other customers and cancel my subscription. I just dnt understand how your process work, cos I've confirmed my name and surname, I'd number, cellphone number and my physical address.