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Have had three people today telling me their email password

I work on a department for people who lost access to their accounts. Now, they usually forgot their passwords but they refuse to believe so. We go through a certain security process and most of the time they fail it (not really surprising since they forgot their password).
I don’t know how when I ask “May I have your email address?” Becomes “May I have your email password?”
Why do they think it’s ok to tell me their password? Should I use a different word? Just for the record, I spent 40 minutes on the phone with a lady who told me her password, then got mad at me when I told her to change it after, asking why did I ask for it in the first place. I. Never. Did.

What do you think?

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9 years, 25 days, 60,000+ calls

Question my competence or integrity, will you?