Call customer care

Online banking service is the best way to process Payments and our school recently started processing payments via the internet. Everything was going right until I encountered some problems. I went to FNB branch in Morgenzon. I explained to them that I was having problems login to the app and I was advised to call customer support and the lady who assisted me was very much helpful in taking me through the steps, she informed me that I am deactivated so I must reactivate my profile since I couldn't get the OTP, I told her that I'd wait until I did the Sim swap. Well long story short I couldn't get my Sim swap activated so I went to bank again on Monday and same thing I called customer care and the guy assisted me with no problems at the end of the conversation I had to print out a form to complete a showed it to one of the consultants, shen then said I must complete the form and my cosigner must sign. I asked the school principal to return the form on my behalf when he got back. He said how could I embarrass him like that. Apparently he was told that there is nothing they could do for him, they've never seen the form before, and even if he leaves it they don't what to do with it etc. because I was busy on the phone. To my surprise how could they brush it off like that without having to try and call the person who is responsible for online banking, or call customer support explaining to them about a client who needs their services. The form had an FNB logo on it and I was at the FNB branch the lack of even trying sorting out the matter was I guess not important to them due to the fact that I had called customer care and they are ones who should have told me what to do.. I had to travel 45 km to Ermelo branch something that could have taken 4 hours to be resolved cost me and the school a lot because we couldn't process payments. If FNB was not the only branch in the area I'm definitely sure more people would take their business else where. Big up to Nini and the customer care service your job well done is highly appreciated thanks.