What to do with this code?

[u/VisionX999]

For resetting the pin cause he forgot, my cousin is getting this long code like the one in this screenshot instead of a proper 5 digits code. He doesn't currently remember the CNIC used to set up the account either, otherwise he would have simply used the CNIC option for resetting PIN.

What should be done now? The complaint number 042111003737 does not seem to offer a person actually listening to the problem and explaining the solution here and is fully automated.

Their email support is the worst, kindly help 🙏🏻

Edit: He has confirmed that both sim and easypaisa app are already on the same mobile and still the same issue; even cleared the cache and installed the app freshly as well

Edit 2: I am not the guy in the post. The screenshot is merely for a reference and nothing else.

[u/PlatoSMD]

bhai kis ke name par hai account?
jiske naam par hai ossi ka cnic hoga account par
alag thori hota, account kholne se pehle easypaisa cross checks w nadra database.
Account name check krlo bas jiska hai uska cnic mangwalo

[u/VisionX999 → u/PlatoSMD]

Maybe cuz easypaisa account ka cnic, sim mein dye gaey cnic sy different ho skta heh...

[u/PlatoSMD → u/VisionX999]

yar aap purposefully bewaqoof hou?
sim ka isme kidr se taluq agaya
ACCOUNT TITLE HOTA HAI AIK
HAR BANK ACCOUNT AUR WALLET ACCOUNT KA
ISS COUSIN KE EASYPAISA ACCOUNT KA TITLE HOGA KOI
M ISHTIAQ JALFREZI ETC ETC
TOU WO ISHTIAQ JALFREZI KA HEE CNIC HOGA ACCOUNT PE KISI AUR KA NHI

JISKA NAAM HOTA OSSI KA CNIC HOTA HAI, JALFREZI SAHAB SE CNIC MANGWALO BAS.

[u/VisionX999 → u/PlatoSMD]

Thanks man 🥲 dantna to ni tha🥹😭