did your account number change? if they had to setup a new account for you instead of being able to transfer your existing one, then your email address would be sitting on the old account in an unactive state. you'll need to call the TSR's, and if that's the case they can transfer the email address to your new account
that's been an issue for as long as i can remember. CSR's handle all customer move requests, but don't have access to transfer email addresses. and usually they never let the TSR group know that it needs to be done for an account until the customer calls in wondering why they have no email
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