Account membership reset because?

I recently moved homes and as such was made to update my account to a new account number and go through the rigamarole of connecting my old and new accounts under one profile. Well, in the process of doing so I found out that my email was not the primary email for the account that no other individual aside myself has ever owned since starting the account in 2017. Well, I call the service line who update my email to the primary, and once done it sets my membership status from platinum back to silver removing all the benefits I've held for years. Looking to fix this ASAP, as without that tenure, there's no real reason for me to remain.