Confused and flabbergasted

I am still not satisfied.This is the 3 rd review i am writing.Momentum called me regarding my issue which i am glad for and they asked me security questions which at the time was fine but as soon as i called them back the same email and phone number they accepted with the first call now suddenly is still on my old email and cell nr when i took out the policy?how is that possible you get access on 1st call with personal info and then on 2 nd call which i made i cannot be assisted unless i complete a form with personal details which I don’t have a problem to do but i do have a problem that when they called me and i gave then personal info it was verified to be correct but on my 2 nd call it suddenly is not correct?