I suspect this is because of the "must have original email" nonsense and due to COPPA they wouldn't have been able to store that, as far as I'm concerned. I would say be polite, maybe ask for clarification to see if that's the case, ask what else you can do to prove ownership, et cetera. That's such a nonsense and frustrating situation to be in. I hope you're able to make headway.I'm sorry I can't be more help (and that you're in this to begin with).