Poor to Nonexistent Customer Service

We have been trying for well over 2 weeks to get someone to just send my wife a way to change the number her OTp gets sent to

We've been told to send an email with proof of residence, certified ID's etc, upon completion we have not even received a confirmation email or any form of feedback

They do say it might take up to 5 working days, but we have been waiting nearly 15 working days.

Please can someone assist ASAP as my wife has some information on her credit report that is inaccurate and has to be removed as it is impacting her negatively