I have a problem that I cannot resolve without personal intervention and it seems impossible to get. How can I speak to anyone that has knowledge fixing accounts that cannot be accessed. A new subscription was charged on my credit card

I am contacting you for my brother, because otherwise we can't get here because he forgot his password and he cannot go through the normal recovery process because he no longer has either of the phone numbers entered for the two-step verification process and without this verification, he cannot either change his password or get into change the numbers. On his mobile, he can get in by facial recognition, but to change his verification numbers, he has to be verified by the numbers which he no longer has. He moved Provinces (from Saskatchewan to Alberta) and changed phone numbers completely, not considering that this was so impossible to correct. There is a process to follow if you no longer have those numbers, however, the form that you get to advises that this process doesn't work if you had activated the 2-step verification process. I had a SIR ticket and email from CDOC which I am sure is not from any human because obviously they didn't understand my explanation and I cannot speak to anyone and when I called the number on the credit card charge to cancel my subscription because I cannot get help, there is no way to cancel without being able to login with a password and verification! Can someone please help or at least cancel the subscription and return my money.