I am Samuel and I will try and help.
What is the old and new user id?
I am investagating this now please be patient with me.
We can try and reset the old password ***** is the only way to remove it with out resetting everything.
Are you available to help me with this Ann?
Ann are you still with me?
Hi Ann did you get this resolved?
My name is ***** ***** I will be your, "Device Repair Technician," for the moment. I am here to assist you the best way possible to help resolve the issue you are having with your device. I would also like to ask you to rate me on the services that i will be providing for you. So that being said, "Let's get started."
How are you today? Well the email address that you are using you can go online from a computer and reset your password. When that is completed you can then login into your phone. I would try it with icloud just to be certain.