Taking off old number from profile issue

I have struggled for months now with just changing my primary phone number on my account. I had to change my number to a new one and had not been able to change the number on my profile. Every time I phone the call centre they can not take the old number off my profile, only a technician can do it and you can't go through to the department. They must call you but they have called only once and that was to put my new number on my profile. Problem is that they did not take off the old number and all login and access is connected with the old number which they have still not taken off so I am unable to access anything.