Cannot reset my passports nor change my cellphone numbers

I forgot my password and want to change my cellphone number, I tried resetting on the app and it says my id is not correct with is crazy cause when I get claims I open the documents with that I.d I escalated the matter on Facebook and have not been assisted since February till date I follows up today they said I must wait 2 days that’s after waiting forever months, I called the call center and they kept saying they will transfer me and they hang up 🙄 such a hustle to reset my details🙄 I am so disappointed with the service I am getting