Extremely poor service

After wanting to change my method of OTP from SMS to Email, I was told by in branch staff that it cannot be done at a branch, but through email. I then used the email address i was provided and requested the change, it is now a week later, and it has not yet been done, all I am getting from Absa, are emails stating that they currently have large volumes to contend with. Thanks Absa, this is yet another extremely poor digital experience for us as customers.