Unable to spend MY discovery miles

I would give zero stars if I could. Tried spending my discovery miles, but there was an error. Apparently no OTP channel has been set up for my account. I called the call centre. After spending an eternity on the phone, a consultant informs me that she cannot set up the OTP and has to put in a request. Problem is that they will contact me within 24 to 48 hours. It has now been about 4 days and still no call back. The lady did say that if they don't call, then I must call back. So now I have to go through the whole waste of time, useless process for nothing. What an absolute disaster this bank is. I feel like cutting up my card and closing my account.