Bad Help/Contact Centre

I made a Homechoice online profile a few years back and about a month ago I wanted to use the account and found that I needed to enter an OTP which was unfortunately being sent to a number I no longer use or have access to. I called their help centre to try and have this rectified and was told to send an email with my ID number, new cellphone number and a copy of my ID. I did that on the 2nd of February 2022 and when I had received no help on the 7th of February I got on another call and spoke to a lady who told me that my ID copy wasn't visible enough and so I cannot get any help and that I should send another email with at least a clear picture of my ID. I sent another email on the 7th of February 2022 and was told by the lady I spoke to to expect them to respond within the next 24hours. It's the 15th of February 2022 and I still have received no help from the help centre and I have sent another email. I think their help centre is not very helpful and or gives misleading information.