Pentagon Federal review: customer service online access

My wife has spent 6 hours over the last 2 days trying to access her online accounts (6/8/23 + 6/9/23, both AM and PM). The purpose was to carry out an IRA transaction. Pennfed Help promised to call back with a secret code, but that has only happened 50% of the time. Earlier today, she managed to log in with their assistance, having all the passwords and usernames written down and stored in the computer. However, when she disconnected and tried again on her own, it didn't work.

We called customer service for the 16th time in 2 days. The Pennfed representative initially suggested using a different browser, but when my wife informed him that we had been online with them just 10 minutes earlier, he changed his stance and said he would create a ticket for their IT department. When my wife tried to put me on the phone to interpret, he rudely refused. As of now, we are locked out of all 4 accounts.