Absolutely Horrific Service from FNB!

So I'm trying to apply for my smart ID and passport on DOHA and they ask for a bank access number/User ID number/profile number.......BUT....FNB has no idea what that is, they said call DOHA, DOHA says I must call FNB lol these guys are a bunch of jokes man. Also when u call FNB business desk, once they transfer u, u get transfered and transfered until the call cuts, no one has the decency in FNB to tell you where they transferring you too!!!!!! HOW CAN FNB, WHO I BANK WITH NOT KNOW WHAT A BANK ACCESS NUMBER IS?