FNB lying/ lazy staff member

Again, poor service and lying staff member. Called FNB personal banking contact centre, needed help with a debit order cancellation. Told "Vanessa Gumbi" some time from 10h15-11h50 on Saturday morning that I was in a poor signal area and could not access the cell banking app to approve her authentication, but as I have had in the past, she could ask related security questions. She refused and told me the only other way was that I had to go to a branch and do a fingerprint authentication, and this was their process, no other way and it has always been like that. The next call I made helped me over the phone - Thank you "Windy Kekana", please send her to teach the other one how to do her job, or not to be so unhelpful/ lazy on a Saturday.