Business account locked despite completing security and DocuSign, delayed OTP's.

Hi Capitec / Mercantile. Things have been going generally well for the last year and a half. However recently there has been instability with the app (now integrated with the Capitec app). OTP SMS's were arriving 3 hours later so I could not log in. I am (STILL) locked out of my business account, despite a 10 minute phone conversation with a call centre agent and completing the DocuSign verification. I also have not received my usual bank statement for April 2023 and my accountant is waiting. The bank feed does not integrate properly with Sage. Please S**** the SMS OTP system and use biometrics and pin code instead please! I would appreciate a resolution urgently, preferably without a phone call. You can retrieve the recording and verify without having to go through the verbal exercise again. Email is preferred please. You will see the completed DocuSign document. I went with Mercantile originally because I have had an excellent experience with Capitec for my personal banking over many years, but now I am starting to regret it. I was advised to stay away and go with the other blue bank for my business account. Please resolve! Once again preferably without telephone contact. I am a sound engineer and usually cannot take calls during the day as I am with clients in recording sessions. It should not be necessary as mentioned above as the recording is available - 9 May 2023 at approximately 09:20 conversation with Delano Ramjee. Please advise once unlocked!