Pathetic IT-App Administrator

I recently couldn't log on to the app and when trying to reset the password, it says I don't have a profile even though I do have and been using the app since last year. I try to re-register as it directs me to do so, then it says profile already exists. I escalated the matter yesterday and today I get a response that my user name(which is an en email address I have not used in years) has been changed to my new email which is my profile. I fibd this so annoying as they seem to not know what they are doing. How could I haven able to access the app with my existing email address and now suddenly it's not working