Poor Customer Service Experience

I lost my phone few months ago and went to the FNB branch to change device to the new one to mirror previous device. Now I discovered that my cellphone banking was blocked but my banking app is working on the same device using the same cellphone number and it was working fine on my previous device.

I called the contact center and current on the line with Kagiso Madisha whom told me that only the app was activated and not the cellphone banking, when I ask why is this the case she is referring me to go to sort this out at the branch and she can't assist. I asked her to get her supervisor so that I can log a query regarding this because this was never supposed to be the case, all that was supposed to have happened is to mirror previous profile on the new device ad that was not done and someone should take responsibility for it.

I requested her to log a complaint and she is asking me to send an email when she can do that herself, I then asked her to put me through to her manager and she advised that she can't. She advised that she will have to have the manager call me, but to my past experiences with the managers of FNB a callback promise will take forever. I have been holding on the line for more than 20min now waiting for her to get hold of her superior Themba Kau whom clearly is soooooo busy that he is not able to get to the phone.

I want answers as to why the previous phone was not mirrored and also what incompetency is this that a supervisor can't take calls and who created such a rule, I have spent my money calling and holding and every time call center supervisors hide by saying I will call you back and never do cause they fear challenge about someone who understands customer service.

I am still waiting for this guy Themba Kau to get to the phone and he is yet to do so.