Stupid authorisation process

I am continuously amazed at Mweb's stupidity. In order to log into my account, either via the web or app, I need to enter an otp. But when there's loadshedding the otp doesn't come through because the cell towers are down. Why can't they send a confirmation email instead? Or use the app for authorisation like the banks. And to take this stupidity to the level of absurd, in order to call the help desk (via voip) I need to put in an otp as well!!