pathetic service

I was advised to contact a branch because whenever I logged on to the internet banking i would get an error, the numbers on the token somehow didn't go through so i had no access to internet banking. i went to the branch and they called the call centre. I spoke to a guy there who told me i had to purchase the token because it's my fault it's not working. I asked how it could be my fault because it looked like a software issue, he insisted that it's my fault and I have to purchase another one, There was no resolution and I'm still waiting.<br> The reference number for the call is ***8, my account number is ***