Dissapointing Customer Service

I have been trying to access my account since 2022. Turns out they took down my ID number incorrectly from a FICA document. Finally think I have access, only to find out they have not captured my cell number correctly. The call centre agents cannot help you beyond the script they're reading off of. When I asked the rep a question she didn't know the answer to, she just stayed silent on the other side of the call while I repeatedly had to ask if she was still there. When asked if I could get her response in writing or be transferred to a department that could update my details, she told me just to email and wait. However, my emails are then met with no response.