Air Miles Rewards Program review: Loyalty program

I received an email from Airmiles asking me to call a toll free number and speak to a "specialist" about my account. After over 1/2hour on hold, I was told my account was compromised. And in order to fix this I had to open a new email account to link a "new" account to. This makes no sense to me as I do not want another email account. The specialist said I had to and when I asked to be referred to a manager, supervisor or another department I was told this specialist is the only person I can deal with. I asked who she reported to and she said no one. And there was no place to escalate this concern. She went on to tell me 'my' email address was compromised. I disagree with this. The Airmiles account was compromised not my email. I understand the need to open a new Airmiles account (which is inconvenient in itself as I will need to change all references to this account number in other places) but fail to understand why I MUST create a new eamil address. The specialist on the phone asked various questions for me to authenticate myself before starting my request. Then when I stated I would try using another family members email address - she asked for information that was already on my previous account and had been verified previously for authenticaiton. I provided my street and city but she then asked for my Province and Postal Code — when I asked why she needed this again when it is on my previous account, she kept saying she needed me to provide it. I was now getting very concerned and ended the call without opening a new account and transferring my points. There needs to be an easy way to escalate client concerns — Airmiles site does not help either.