Bad customer service

I have opened a business account on the 5th June after filling in all details on the forms including cellphone number I have had for the past 6 years. The account was only activated 2 weeks ago after I had phoned them on several occassions and reiterating my cellphone number. 7yrs ago when I was purchasing a house a bond enquiry was done, they still dialing that number. How do they capture their paperwork if they have an old number on system. I now cannot use my online banking as they keep sending an OTP to that old number. When dialing in you are on hold for close to 30mins before a consultant answers. How do they not use information captured on documents?