Efficiency is Key in an Tech department and self help services

I have had countless issues with Rain over the duration of my time with them, but the recent one takes the cake. How does it take over 24 hours to get a password reset link to access your account and instead they send a ticket number. I've worked an managed contact centers and tech departments this is if not the simplest fix just by simply sending a reset link to the email associated with the account but I got a ticket number. Currently I'm still waiting for the reset link which means I'm not able to work until this issue is resolved and I doubt even going into the store this will help.