FNB bad experience

I needed to make a change on my funeral policy and had to send a request via online banking. I will be contacted. The phone call was made by a person who spoke english with such a heavy accent that it was extremely difficult to understand him. He identified me by my first name only which he pronounced incorrectly. If I was not expecting the call I would not have taken it. He then proceeded to request my identity number over the phone. I asked him what about identity theft whereupon he told me that I must go to the nearest branch. There is no branch of FNB in the town where I live. Please FNB get your structures in place. This was a very bad experience for me