Ed is transferring his domain to another host but he can't change his email, which is part of the original domain host URL. Leo says that some domain registrars offer email privacy features. Leo says he's going to have to call the original host and tell them he wants access to his domain and email so he can transfer it. Clearly they're making it more difficult than it needs to be.
GoDaddy will help him since they have a vested interest in his business moving forward. If the host holds him up, he can file a complaint to ICANN here.