Originally Posted by
OliverB
... send you a 6-digit code to your chosen method..
Do they offer methods other than SMS?
It's hardly surprising that customer service agents will not tell a voice on the phone how to work around a security protocol. This doesn't mean that there does not need to be an exception handling process, but it wouldn't be performed by front line customer service. I would contact them again, during normal business hours (on a day other than Monday), and be prepared to work your way up the levels to someone who can fix it. I wouldn't ask them to explain (they should not), stay focused on fixing.