Account Don’t exits

I have had an account with a door bell for over two years, a boost 6 months ago I purchased a chime and added it to the account. Bear in mind I pay a subscription for this account.  I updated my email address and is unable to log into the new account.  I spoke ring customer services and there is no history of me having an account. Now I have to devises which is unless.  Why there is no history of when the account was setup and by who? I provided the equipment serial number and they can’t locate anything.  How can is this possible from a company that should put security at the heart of what they do? This is serious cause for concern.