Business processes

Called Mweb today to configure my fibre connection as I have forgotten my password which was sms to me when I start with them (2018). Was not assisted instead I was emailed forms to apply for a OTP options. Why should a paying client suffer so much these kind of queries client should not call in for. They should make their business processes as simple as possible for efficient service delivery. I'm really dissapointed this is something I should be able to resolve myself not being told to fill in forms. (The consultant was helpful )