FNB Connect a nightmare!!!!!

My phone got ****** on Friday 11 October 2019, on the same day, I logged into my online banking profile to block the number and order a sim for a sim swap. The next day i realized that the people who took my phone had tried to log into my online banking profile as it was blocked from entering an incorrect password three times. I could not unblock it myself as it would send the OTP to my number, which i didnt have yet.

The sim finally arrived on Thursday, 18 October 2019 and it advises that I need to activate my sim before i can use it. I called the FNB Connect call centre and was referred to the branch to activate my sim.

On Saturday 20 October 2019, I managed to get to Fourways branch and was then told that they could not activate my sim for me. They allow me to call the FNB Connect team where I spent 40 minutes with a consultant trying to resolve this issue. He lately suggested that I just get a new sim card from the branch and get the sim swap done there - my question was then, what then was the purpose of doing this online and who will then bare the costs of the delivery and sim that i had received on Thursday? The consultant then referred me to the team leader who said i could activate the sim via an atm.

I realized that i had left my card in a different bag - I then go home to collect my card and head to the Sunninghill branch as this was closer to home. I get an error on the ATM and referred to go inside the branch. I do this and am then notified by the manager that neither of the staff on duty have access to do this sim swap and that they can only do sim swaps on sim cards that are allocated by their branch.

So I do not have my number...no access to my cellphone banking AND no access to my online banking profile!!!