Changing of contact details since cell nr changed and not reflecting on online platform of DHMS

I had to change contact details for my mother (89) at DHMS. The problem however is that the changes don't pull through on there online platform/ app. It reflects on the Discovery system but not on the customer side. The old cell nr still reflects and OTPs are send to that nr. A very helpful consultant also smsed a link for online consent form that I, TR full time caregiver, can have access like I use to have before my nr changed, to my mother's medical aid plan and payment details but that also sent an OTP to the old nr. Hence I am still stuck. Currently I can’t do anything and she can't give verbal consent since she has Dementia/Alzheimer's disease. Security questions can't be answered. I have already spend a whole day talking to 3-4 different consultants that wasn't able to help. 2 actually insisted to speak to my mother and wanted to asked security questions. This is after I have explained the situation. Their advice……. I must phone customer care should I need information - and my mother must then give consent over the phone”which she can’t do. For the biggest medical aid company this is shocking. There is no understanding of disease entities by some consultants.Are arrogant in the way they speak to customers. There shouldn’t be an issue with Website service or a digital platform. The feedback system on service and adding a comment also doesn’t work.