No Help At all

I cannot understand how this institution conducts themselves. I have not been asked or explained how their online banking works or how they work with their card . Every time I call them its takes me hours to get through and I am asked to verify my details. These details are 100 percent correct and they tell me that I am not the card holder (cause I dont sound like him). I really dont understand this. I have not been explained my credit limit etc. I tried to log onto the online portal but this is not working for me. Im sure no one at this place is willing to help.