No response to a simple question

All I need to know is how to disable the passcode that is sent to my mobile when performing certain actions on my internet banking. I have not received a response after 3 weeks worth of attempts! Maybe I should not have mentioned that if I cannot do this, I will need to look at other alternatives, because either this is not possible and they do not want to inform me, or their staff do not know the answer to the question and are incapable of finding out. Either way, I hope this bank attracts customers that are as diligent in paying their debt as their staff is at servicing a good customers needs. PATHETIC!