3rd times the charm. 3 weeks and no resolution to a simple problem

Perhaps 3rd times the charm. After my 2nd complaint, someone called. Not top resolve to the issue, but to confirm my identity via security questions. After that he said someone else would call me to resolve the issue. Are you not able to solve my issue? I am running out of patience here. How mentally challenging is it to resolve? It clearly states, as Ive informed Discovery multiple times, that it states on website that it is trying to authenticate to my old device, I now have a new device