About fnbs cellphone service

I lost my phone last week Sunday . I phoned on Monday to block my account and the person was very helpful. He helped me and blocked my account and my card also.he was very helpful. He said I had to go to the branch. I went to the Krugersdorp one and they Assisted me very well. They told me to phone using their phone by the branch. I spent 45 minutes listening to I will put you through to the ***** department when they did not. What is the purpose of going to the branch when you don't even get the problem solved