QuickBooks complaint: Merchant Services issue

I have opened a new bank account. I tried to change my bank account in the merchant services area . The verification method is either by text or phone call. We have a VOIP office system that has extensions and does not receive texts. Two weeks ago, I called to see how I could change my Bank account and I was told that I needed to change my phone number to one that does not have extensions andor can receive texts. I was told I had to use my cell number. Frankly, this is very unprofessional, but I needed to get the bank account changed. I filled out the change phone number template, made copies of my ID and submitted the form and ID’s to their site as directed. A week went by and nothing happened. I called and was told I had to do everything all over again as they had not record. Even though I provided a case number. So, I did EVERYTHING , again. Another week has gone by and NOTHING. I called again and was told I would have to do everything all over again because something must be wrong.