My problem is when CVS calls me the phone does not ring it automatically goes to voicemail

When CVS calls me on my landline phone, the phone does not ring, it automatically goes to voicemail, I cannot access my voicemail at all when I dial *99 it asked me for a passport, I don't have one or I don't know what it is, I believe a household member tried to delete the voicemail of CVS and now I cannot access my voicemail as a recording askes me for a password what do I do and how do I correct the problem of receiving my calls and if I don't answer than have my messages go to voicemail.