Cannot reset e-mail password

I have not been able to reset my e-mail password for the past 2 months now. This was an email that was set up in 2009. I use it as my primary. It says I am locked out. When I go to hit "forgot password" it says:

Hmm… we can’t reset your password

We don’t have the account details we need to reset your password right now. To get help, call 800.288.2020.

This number does not help. Every representative I spoke with say there was a cache leak, and they cannot reset passwords. This is detrimental for a lot of reasons. I use my email as my business email along with many other things attached to it. Someone please help. I am the process of switching all my mail attached from my other AT&T email to my gmail account. As I cannot risk this irresponsibility happening in the future with such abruptness like it did.