unable to complete sale online due to site change

Having purchased successfully using the the new Hi-online site and receiving my goods super quick on Wednesday I decided to purchase a tablet and power bank checked out using my store card and received my confirmation email straight away. No where in the confirmation email on during check out was I informed of the new security feature in which you must authorize the transaction using a OTP. It was only the next day when I clicked to see the status of my order to find \awaiting payment". I tried to complete payment following the new link entered my store card number and nothing so change no box to enter OTP and no OTP received. After trying a few times I sent an email to customer services. No response. This is really poor customer journey we are on the second business day when normally I would be sat with my goods in my hand instead I don't even know if anyone will come back to me and help me."""