Customer being held responsible for Mweb mistake

In 14 February 2022, l completed a change of ownership form and OTP registration on reference MWB***0. I have been struggling to register my account on the app to view my statements and upgrade my product or reach anyone to assist with not receiving an OTP on my cellphone number. Today, l finally speak to some consultants and l was bounced from one department to the next only to find that my number was input incorrectly despite me having populated my number correctly on the forms back in 2022. Mweb's solution is for to complete another form to fix THEIR MISTAKE, which doesnt make sense to me. Despite trying to explain that l cannot be penalized for Mweb's mistake, no-one could help me and l had the call dropped without a resolution on 2 occasions today. Very disappointing that the customer is responsible to resolve Mweb's mistake