O.t.p headache

I do not have access to the cell phone number which is saved on there system to receive a o.t.p.

I contacted support two weeks ago and these are the steps that were followed

A link was sent to verify my photo which was successfull

I was then informed that since I do not have an i.d card I should take a selfie with me holding my i.d the current date on a super piece of paper and forward it of which I did

Despite following up on more than five occasions I did not receive any response

I then received a response that I should go apply for an i.d card and only then can I be assisted

I informed payflex I am a person with a disability being a paraplegic and that I needed to change the cellphone number as a refund of an order was sitting in the payflex wallet

My question despite me following what ever payflex requested aswell as informing them that im a person with special needs

To change a o.t.p seems as if there requirements are more stricted than a bank or even sars

How is this possible and when I said I would take to social media I'm being ignored