Overly Complicated Website and Unfriendly consultants

The most complicated website I have ever come across. I need to verify income that has changed. The Chat Bot tells me to upload bank statements and Affidavit. But where? There is no direction to where the function is. Then I call Discovery, and the consultant informs me the verification can only be done on the "anniversary date" of the membership. Okay, when is this, I ask her, she replies "Apply on the site", she doesn't have the information. So, where on the site? I asked the Chat Bot, but that did not work either. Is there nothing one can do on the phone or e-mail anymore? So frustrated! All I need to do is change income .... !!!