It is done everyday.

The only acceptable reason to not have been able to help in this case is a privacy issue. That was not the case based on the OP. The OP was told the service could not be provided because of a status issue and not a privacy concern.

Anyone calling AC has heard recently while on queue, "Protecting your privacy is important to us." To make a change, AC requires either the booking reference number; ticket number; flight number and date of travel, together with the Credit card number used to purchase the ticket.