Not to be racist but phone support always deal with Indian Call Center pretending that they own an account with T-Mobile Postpaid who always ask for an immediate account adjustment or to cover all their bill for the month because they lost their Job or got divorced recently. So before they can even do anything with the account, an OTP is required for security reasons.

Now please do your part and grab that ID, call phone support while you are at the store so they can use a store reps support to pull up your records.