password reset bull

been having the worst experience ever with customer care ,yet i have just joined them,i cant seem to get onto the app because somehow they had a number i used 15 years ago,so now my password wont work,i logged a call with them and for the last two weeks they say they have escalated.fair enough they tried 3 times in two weeks to call me to fix this,but i said a million times i work a 6-7 job call me at 2pm..still not resolved till today, i like to know does finchoice allow staff to be on thier cell phones like they expect us to be?? with all th e tech we have ,i need a call from an agent to reset my password. what bull