Poor service

I made a query regarding 2Fa removal on my altcoin trader account as I can't get through my account I've lost my 2fa code,i've been requested to send a picture of me holding my ID and a piece of paper written 2Fa removal.later on I've been told to send my Refence which I did,but still nothing is resolved am not happy on how this matter is being handled by altcoin trader they keep on repeating same thing without any solution who on earth runs such kind of business,am very disappointed.