I've had the same with a certain high street computer store. Trying to tell them to stop using my contact address for someone else. But that just hit with a brick wall of "must supply proof of ID with driving licence". Which, or course is impossible as no ID would match the details they had on account. Dozens of emails back and forth and they just could not get their head around the issue.
The worrying thing about all of these cases is it shows that staff are now being employed to specifically NOT engage brain and use common sense. Not allowed to think. Must just follow the script no matter how daft the script is.
It is a bit like those early SatNav drivers who would happily drive into a lake because the computer told them to.