Poor Service from FNB

Dear FNB I have taken time off my work to go to your branch in Crest Shopping Centre to try and settle my loan with you guys but I was advised that I can make a payment only using internet banking. which is fair in enough but I advised the consultant I do not have internet banking since I forgot my password and username. I was advised that its all fine I just need to update my OTP number and all will be fine wich I did but to reset my credentials I need to have an app apparently which I do not have as I do not believe in using Smart Phone so in short I cannot pay the Loan and I do not know whether this is a **** you guys use to trap us into being indebted to you or if you guys just have idiots for consultants so I wanted to advised you that I will be changing my bank ASAP and I will never pay that Loan as I have been begging you guys for details in which I can use to pay the Loan but no one can assist since last month