Poor service - Weebsite does not work to reset password and showing old account from 2 yrs ago

Why do websites have functionality to reset password but it does not work. You send an email to ask for assitance when trying to get your water and lights account, they tell you to log in onto website to get it. If you manage to remember your username and password without assistance, it shows your old water and lights account from 2 yrs ago (this was reported to them on 9 Dec 2019). Now you have to re-apply to log in to get your water and lights account from website. Why have these features available when things do not work and then having to re-apply.