Finchoice is unable to assist if you have a cell number that does not match the one on their system.

I am very disappointed that Finchoice refuses to assist me. I requested a settlement letter for a personal loan, but after a week of calling them everyday and trying their mobiapp, no-one is prepared to assist. We even asked to speak with a manager, but of course no managers were available. The reason I can't receive assistance according to the person on the phone is that one of the security questions they ask is for my cell phone number. They say it is not my current number. I checked with my cell phone provider and tried all my previous cell phone numbers, but to no avail. If I can't provide the cell number that Finchoice has on their system for me, I cannot get a settlement letter or a copy of my loan contract or any other assistance from Finchoice regarding my loan. They have no other way of verification (OTP?) even though I gave my ID number. I have sent 2 emails with my ID and I even asked my personal banker to phone, but she got the same run around. I am so frustrated and disappointed I am resorting to this review and hoping I will get some help. Has anyone else experienced this with Finchoice?