substandard service

This bank has given me awful service. I had and emergency and after ten minutes no one answers the call. The one time pins they send either don't arrive or they arrive ten to twenty minutes late. When I have reported this before on many occasions they blame my phone or tell me the number is blocked. How does the otp arrive twenty minutes later then? There is no physical address to go to with problems and yet the staff I speak to are unable to assist. I never have a problem with any other bank or financial institution sending me otp messages. Don't blame the client for your own incompetence.