No Assistance When Resetting Log In Credentials

I have requested Liberty to reset my log in details for their online services on the 24th January 2018. They send an automatic e-mail response informing me that they will revert back to me within 1 business day. Today its the 29th January 2018 an di still have not received any feedback.

I have called their call center and it is useless because they keep asking for the policy number which I obviously don't have. Can someone from Liberty contact me and do something about their self service functionality cause it is useless.