I could only make assumptions but if we’re speaking to a customer over email then we’ll verify the customer over that medium and this is usually because the app itself is unavailable to the user.
The in app chat service will be the faster option between the two but if someone is unable to access the app for whatever reason (lost phone, etc) then we need to endeavour to help the customer over email and in turn make sure our obligations to account security are met.
Hope that kinda answers it @N26throwaway 