Poor service

I lost my cellphone and I bought the new phone i installed the fnb app and when I wanted to do transaction it said i must verify my phone boitumelo from digital banking contacted and asked me few questions which I responded she also told me that i must pay the amount of aR300.00 or for my account to be verified some people are telling me another story which leaves confused about the service they render (FNB HOW CAN WE FRUSTRATE YOU)