I don’t understand how they are unable to update my personal details

I am trying to get my new cellphone number, email address and physical address updated with Finchoice.

Now, I haven’t used this service in many years. I have since moved provinces, I don’t have access to my previous email address anymore and I don’t know which physical address they have for me

I called in now to try and update this information, the consultant told me she’s unable to do this if I can’t remember the previous details I have.

I can’t believe that there’s now way around this? Never once did she ask me to send over any of my personal documents such as ID proof or residence etc. So tell me how does one get this information updated otherwise?????