Something simple becomes rocket science

I have always had a bad experience with ABSA, which is why I decided to close all my accounts with you and move to FNB.

The only account that remained open with ABSA was my Bond - I used to purely use the app to check the status and make sure my additional deposits were going through, as I have zero accurate communication from ABSA otherwise - apart from being provided with with a statement twice a month for the past 13 years reflecting a R4.27 balance on a money market account that was closed long ago.

My cell phone number changed some time ago and I wanted to update this - I was told I had to go into the branch with my ID and they would assist - I went into the branch and 1,5 hours later literally nothing changed, not even the removal of the old number from the system, which I would think could be an opportunity to invite *****. I just really don’t understand what I am supposed to do ? Is this normal? Should all of your clients accept this level of incompetence?