poor service

A week ago i phoned the contact center, asking them to help with updating my number for otp purposes, so that I can access my mobi sars app, instead, I was scheduled a call appointment, for that waiting period was 72hrs but no call, till today i have no access to my app, because the cell number they sent otp to, is currently unavailable, this frustrating, and now when you are place at numbet 400 queue, can that make sense why is your service so poor