Password rest link being sent to someone else other than me

Hi

Two weeks ago the mobile device I used to access my account got damaged beyond repairs, so I decided to get another device to use. I somehow forgot my password since I had biometrics set up and I asked for it on the system. Their system kept telling me that the reset link has been sent whereas there was nothing sent. They asked me security questions which I answered. Then they claim that the email I have on the security answers is not in their system. I told them I only have 3 emails and if they sent something why is that I can't get it the link in anyone of them even in spam/junk boxes?

Their service has downgraded ever since they removed a contact number on their site. They just don't care about their customers, it's really appalling. If they think I am faking someone I ask them to return all the money to the account that is being debited every month which I have given them and which they also have. I have sent them copies of IDs but they still can't resolve my issue. I want to think that someone within their organization is the culprit how can the email I used to set up my account not be in their system?