You might want to try an alternative email address and start anew. If you got to the point where you provide an email address they're likely remembering where you were based on that email address. For whatever reason, Visible never wants to forget your email address and everything account related is tied to the email address.
They still remember my email address used to signup over 1-1/2 years ago despite that line being canceled. As a result I've established an outlook account which allows me to establish uniquely named email aliases which I used for multiple lines). The email account and it's aliases are then all auto-forwarded to my primary email address (the one Visible won't or can't forget). It was easier than banging my head against the wall trying to get it cleared via chat.
There are other ways to establish email aliases (e.g. the dots trick in Gmail, Firefox relay, etc).
