That's email support for ya.

This isn't SE, but for Guild Wars 2, I sent in a ticket about losing my login information. I explained everything in a very detailed email... then I received a reply that asked me to send them information I HAD JUST SENT to them. It was *all* there.
Frustrating... and it makes zero sense whatsoever... long story short, I don't play Guild Wars 2. That game was awful, anyway.