Attempts to reset Apple ID are not working

Device info: I have an iPhone 8 and my husband has a 6S+

My husband can't remember his Apple ID password so he tried to reset it. It gave 3 options I think - use another trusted device, go into an Apple store, or something else. We live about an hour from an Apple store and at that time I didn't have the Apple support app on my phone and my phone was not able to install new apps so I couldn't use mine as a trusted device. So he did the option where you request a call/text and have to wait for approximately a month. I know you can't speed it up - whatever. It's not an emergency. Well the month went by and he didn't get any phone call or text. When all of this happened his phone was updated to the most current iOS. Anyway, eventually I got my phone straightened out and I got the Apple support app. We tried again using my phone as the "Trusted device." Here was the process.

I use my Apple Support app to try to reset his password. I enter his phone number (the 'trusted phone number'). It says there is "not enough information to reset your password at this time" but says I can do it after a waiting period if I choose to continue. I do and it sends a code to my husband's phone. I then enter that and it sends another verification code to his email. I enter that and then it says we will have to wait 2 weeks. WHY on earth entering all those codes is not enough is beyond me but whatever. He put an alarm in his phone so he would be sure to be available and accept the call. The appointed time came and went and still no call/text. This is ridiculous. What do we do? I don't see why it would matter but his phone is not currently the most updated iOS.