Bad service and staff lacking information R

I got an e wallet pro then went to a local branch (jabulani mall? I spent 2 hours ,staff is clueless we call the contact center still no help,wrote emails to different departments all I got was reference numbers everyday without any help ,today fnb says my number is a contract haibo I've been using this number since my high school days till today, I did reply to the mail that my number is a prepaid, the sad part is that the staff end up opening a bank account for but failing to help me with my wallet pro she end up changing my password