Failure to action customer requests

I went to the branch to have my details updated. I receive my incontact details but not the OTP numbers, the branch failed to updated those. I then called FNB and sat on the line to be told that they cannot authenticate me. All I wanted was for my details to be updated. I cant always request for OTP numbers to be send to my Gmail account so I can authenticate transactions. <br> <br> They told me to go back to the branch that failed to fix the same problem I was calling them for. This back and forth is just undermining me as a customer