Clueless Employess

My online banking was blocked for the second time after my partner and I used the same laptop to login into our online banking accounts. We were told to go to the branch to fix it as it's the only option to fix it, we went to the branch, the employees ignored us for 30 minutes only to tell us that the only way to unblock it is through using our phones, we then explained that we only use fnb for PayPal services, we are non fnb customers, they then made us call paypal of which it also didn't help. My question is, why send us to the bank when your employees are clueless about fnb and PayPal services. I'm so disappointed!!!