Call center encouraging identity theft

I requested for assistance from your contact center with getting the cellphone number that is linked to my smart shopper to be changed. As I have lost the physical card and no longer have access to my old cellphone numbers. I was advised that I could be assisted because my ID number is linked to a different person. I requested to send a proof of my identity and I was told I couldn't be assisted even if I sent the proof. So basically your company encourages identity theft, as I requested that the entire card be cancelled as this is my ID Number