Bad Service...Yet Again..Thanks S.A.

I tried to get my free annual credit report which I am entitled to today via the Transunion website, however I had forgotten my username and password. On the website are links which one can click onto to either retrieve your username or password. I clicked on the forgotten usernam link which asked me then to insert my name and ID number, after doin this I received my usernam via e-mail. I then attempted to to the same for my password, which when doing so gave me a message that a OTP(One Time Pin) has been sent to me via sms...On a number I have not used in years. AI called the call centre and was told that if I cannot confirm my old number then they cannot help me, unless I fax a copy of my ID and proof of address. I do not live on my own property so this is a mission to get an affidavit by the police station durin my hectic day just to get a free report I am entitled to. My complaint is this, Why was it okay to send my username to my e-mail but not my password?? As Amber( Team Leader) explained it is sensitive information...Is not my username sensitive as well??? Completely unnacceptable!