Poor service from FNB call centre agents

In April I opened an account for my son, a youth account. In June he went to Europe and was not able to make purchases, I went to Rustenburg Square to get assistance which I got. My son was able to make purchases using his card and pin. Yesterday he arrived in Dubai and was unable to buy food, it required an OTP. The OTP was sent to my phone, with the time difference amd time allocated OTP he was not able to buy food. This morning im at Rustenburg Square to request them to take out the OTP function and notify the bank that my son is in Dubai and cannot use his card without the OTP function as he did in Europe. Ive been on the phone for more 2 hours and nobody can assist. My son doesn't have access to emails so therefore im a frustrated mother who's 12 year old cannot eat in a foreign country whilst he has funds in his FNB card. What kind of service is this when a call centre agent says she doesn't know where to transfer my call.