Unfair communication practices and refusal to provide written policy information

I requested general policy documentation from TBFS explaining its communication and verification requirements. This request does not involve third-party or confidential information and includes reference to information I have already provided to the institution. TBFS has repeatedly refused to provide this documentation in writing and insists that communication can only take place telephonically. I have clearly advised TBFS that I do not have access to a cellphone, making telephonic communication impossible. Despite this, TBFS continues to insist on phone calls only. This conduct effectively prevents me from engaging with the institution and constitutes an unreasonable barrier to access. As a result, I am currently unable to track my payments and do not know the current status of my policy (Policy No. ***), exposing me to potential financial prejudice through no fault of my own. TBFS did not disclose at onboarding that clients allegedly have no right to choose or reasonably agree on a method of communication, raising concerns regarding transparency and informed consent.