Recovering account issues

Students are reporting that they are having a hard time recovering their account.With the new email and phone recovery it is not recognizing the student. If the student used a landline number for their account they are not getting a text and most of our District students additional email does not allow outside messages.

They phone helpdesk wait time is often more than an hour. The email that students send for IThelpdesk ticket says it will take 2 to 5 business days for a response. Can additional phone operates be available?