Change email address to another email

Same thing happening to me, after two tickets that failed to be completed correctly, i called, sitting on 32 minutes of hold. The lady helping is very helpful, according though to two different managers she spoke to, they want me to email them a letterhead from my old email address (no longer have as we switched our company name). They said if i cannot do that then there is nothing they can do, i.e. i lose out on say $800 worth of licensing. If this is the case then i will go with Screenconnect and fully promote them to my IT entreprenuar friends cuase that is ridicioulous.