Most unhelpful customer sservice

I received an SMS on 23/09/24 telling me thst repo rate has increased by 0. As of May 2022,when we all know that repo rate has decreased. I called FNB to query. The woman says she can only help if I have an app. My app needed to be updated,and was running into issues. I told her. She said I must go yo the bank,and then cut me off. I managed to update my app,and sent a message,only after a few minutes to say my phone can't be verified,and I must pay R301. Do you think this bank is here to serve people? Previously when I went to an FNB,the woman who was helping me,spent mist if her time messaging on whatsapp,prolonging the time it took to assist,even though the bank had a long waiting queue,with each person having to wait over an hour before being helped.