I went to my bank with all my ID and my bank card, talked to the teller and was told to call a support line. One of my parents went through the same thing.

I don't have a citation for you just recent experience, do you have a citation?

Switch to a better bank.

My credit union has people who can help with any online banking/website login issues. They aren't tellers, but they are there. You just need to ask to speak to a customer service rep.