Why can’t HSBC help me unlock my John Lewis credit card account?

I’ve phoned the bank three times, but I haven’t been able to
geet in since a security update

Can you help me, and countless other John Lewis credit
card customers who
are locked out of their online
accounts?

HSBC, which manages the card, recently
updated its online security resulting in me being unable to access
my account ever since.

Source: FS – All-News2-Economy
Why can’t HSBC help me unlock my John Lewis credit card account?