New account, already experiencing issues with basic services.

I opened an account recently. Uploaded all my documents, everything was sent in as requested. I tried to transfer money from my old bank to my new one, since in the FNB banking app it said my account was active. The transfers failed, when I phoned in, I was told my account is NOT active, and that I have 2 profiles. I need to go into a branch to sort it out, as they cannot do it over the phone. Why do you have a Call Center if the agents are unable to assist me? I now have to take off from work to visit a branch, which I find ridiculous.