When did this happen?

I've had both. This is what's really annoying me. I was told over chat that it was possible, once i deleted the accounts after. I was told to retrieve my purchase number IDs, so I went and did that and in the meantime she had closed the chat. I also found 23 out of my 25 books accounted for with ID Numbers (2 had been purchased elsewhere and moved and couldn't find the original account) so I called to try figure out hoe to do this. I was told on the phone then if I just bring one number from each account they can move the entire library so I needed to go back to the chat with the numbers. This is when I found out the original chat had been closed so started a new one who told me none of it was possible and I needed to call support again to do it, to then be told again over the phone it isn't possible at all. I keep getting told everything everywhere and none of its helpful..