Bank refuses to allow me access to my own account

I am unable to access the banking app on my cellphone. the app sends a verification code to a cellphone that I no longer have. I contacted the call center in order to change my cell number and was told that this was not something that I could be assisted with telepathically, and needed to visit a branch. I did so shortly after, and the clerk informed me that I cannot update my cell number on your system because I was not in the possession of my credit card linked to the account. I want you to read those words again. I am unable to access my credit account on my cellphone because I do not possess the card that expired 8 months ago. Absolutely terrible customer service. Terrible user experience.