PAYFLEX LATE FEE

I phoned Payflex and even wrote an email to them yesterday, letting them know that I have payments that are due, and I can't access my account because they have now invented this OTP thing in the emails, whereas when you log in to your account, it only requires the OTP from the phone so because i longer use the email registered with i am unable to log in my account and make payments. As a result of that, I must pay a late fee of R125, whereas I have made every effort to contact them and have not received any assistance. Even this morning in their noreply email where they ask if your query has been resolved, I still choose No, I still need help, and i have not received that help. Instead, I get messages that they are charging me a late fee