Customer Care cannot help!

Query Reference ***Q:

Left SA 2 years ago... left funds in the account. No longer have access to cell phone number for OTPs Requested that OTPs be sent to email address on account.

Called call centre 3 times and was told that without OTP they cannot verify my identity... Thats *******... I can provide full FICA! - thats how you identify someone... You dont tell your customers that you CANNOT help them if they dont have their cellphone!!!