Poor and ambiguous service received

Last week I had a dire situation and needs my address changed on my bank statement. I phoned the bank on their customer care number and I was assisted. I was asked to wait 4 days for it to reflect. And in 4 days in reflected. But the person who assisted left out half the address. So today I phoned again and was told, no we not allowed to. Go to the branch and sort it out there. This is so funny, it is not even funny. With all the service and functions and check and dual factor authentication, FNB still lags right at the back. I am not even sure, FNB staff is sure what is going on.