Am I being kicked out as a customer? Is this bad service or legitimate?

[Hank the Knife]

"It's possible that sometime in the ten years they've moved to a different server/support system. Your details may have gotten lost, so they want proof of your original purchase."

It's also possible someone does actually has proof of such a case as example of such statements. I would be delighted to hear more about such cases.

Let's say:
A. there is: company X with license Y.
B. then it would be handy if person Z whom is given license Y is served: C.
C. a mail or site reference from company X; whenever or in which way D happens.
D. company X 'disconnects' license Y from costumer Z in what way howsoever.
E. (according to B and C) subsequently company X 'serves' the new license Y 'address' to costumer Z...
F. seems only logical to me.
G. Speaking from the point of view as a customer.
H. we're all customers, not?
I. In some way.