[rogerbinns]

What they should do is let you login to the website and give a one time use access token (and make it possible to work out the relevant account). Giving that to the rep (phone or email or chat) then makes things a lot quicker and more secure.

For example Netflix does this for support where you get the token from the web page (as a number) and enter it when you make the support call. Google business support has it too although it is valid for longer where the admins can get a token that is entered with support requests.