I just want to replace my ID card!!!!

For the past 6 months, I have been having issues with logging into my profile so that I can make a booking to have my ID card replaced. The SMS with the OTP does not come through to my number, even after countless attempts to register a different number. I called into the contact center where I sat for 30min before a consultant came on, after him putting me on hold every 2mins into the call, when I thought I would finally get assistance, the man hung up on me. This is disheartening, even typing this review feels like a futile exercise, because the municipality fails us.