UPDATE NEW NUMBER TO RECEIVE OTP FOR ACCESSING MY ACCOUNT

I've been trying to login on the online platform but I seem to have forgotten my password & I don't have access to my old cellphone numbers. I contacted the call center & they requested I send an email with my new number, old number & a copy of my ID. I sent the email on the 2nd of February 2021. Today the query still hasn't been resolved. The agents keep telling me they will escalate the matter but to date nothing seems to be rectified. I CANNOT RECEIVE OTP because I don't have access to my old number. It seems like no one knows how else I can access my account without my old number. Surely it can't be that hard. No one from the call center has been helpful, they seem very clueless about what I'm asking to be done. I'm really frustrated by this. Please just resolve this.