Absa verification system

After numerous attempts to contact the Absa call center and follow their automated telephonic authentication system which sends you and sms which I did not receive and then gets stuck in a loop with no way to talk to an agent. I then eventually use an alternate option to get to an agent Jolene. Then using the same authentication system I did not get the sms. I then went through the normal validation process address, email, phone etc. which the agent made very clear that was a third party system that they use. After verification and changing my email which was my reason for my call I inquired about how to fix my cell phone issue so I don't have the same issue again. I was quite rudely told repeatedly that it is not Absa's system but a 3rd party verification company that I need to rectify my phone issue with, which 1, my phone number was correct on their system, 2 I have had this number for over 17 years and 3, I did not have this issue with any other provider. I then asked to speak to a team leader who was apparently not available and the agent said I will also get the same response from them. I don't understand how Absa can use a system that does not work and then make it the clients problem to go fix it with a 3rd party that they use. Surely Absa should facilitate this issue on behalf of the customer as it is their system choice. So with no resolution I will probably have to go through the same drawn out process just to get anything done, very bad user experience and service.