Customer Care line useless

Good day,

I have been trying to call the customer care line to gain information on my loan. The voice prompt keeps asking me to accept a pin on my banking app which I cannot do as I had my phone ****** and also I cannot remember my credentials. I cannot get any further than that question. I cannot speak to an operator to explain this!!! How is this client centric!!!! Do you not think of the many other scenarios that would hinder one from being able to accept your stupid otp or whatever it is you send to the app??? I need someone to call me today, I want to settle my loan and be done with this bank.