Tried to reset my online password

I am trying to reset my online password so that I can pay you so I call the call centre and get told to send an email with the screenshot and my ID???? Why is you password reset not working? Why do I have to send an email? I am at work and cannot access my gmail from work to send you the mail because I can guarantee if I send it from my work email you will have an issue with that. Really RCS this is not 1980. Do better