Unable to use website or get through to an agent OTP's not working

I spent 10 minutes holding for an agent, listening to several options which did not apply to me and was abruptly cut off. Nothing unusual with medical schemes these days however, totally unacceptable. Change your menu options to make it usable for members - your website claims to send OTP's to change information, yet it does not happen - why do we have to battle like this to get a plain, good working system working?