useless online and useless at call centre

I am trying to access my membership profile. I do not remember my password but requested same online and was sent a link but the link does not work. i was also given a password in the event that the link did not work but the password does not work either.<br> <br> i then decided to call the call centre and held on for over 5 minutes. this is not the first time this has happened.<br> <br> what do i have to do to just access my membership profile?