No assistance with incorrect serial number for antivirus provided by Absa

I'm having an issue with renewing my free anti virus that is provided. The issue started in September 2020 when I was given a duplicate serial number. I contacted Absa and asked for assistance. I was then given a temporary serial number to use while I wait for the issue to be resolved. I inquired a few times since then and nothing has happened. I logged onto the absa security center in February 2021 to retrieve the serial number and a new one was available. however, it's linked to the incorrect email address and presumably another client. When I inquired about it, I was told to use the temporary serial number. The temporary serial number is about to expire and still don't haven't been assisted.