Users asking to reset password in account registration

Ive been pouring through responses in a customer satisfaction survey we put in our account registration and I've noticed a few responses that surprise me. Several people have gone to account registration (clicked "Create a Free Account" on the home page), then explain in their survey response that they wanted to reset their password.

This capability is obviously available on the Sign In/Login screen, but its very atypical for that to be in registration. Any thoughts as to why that might be?