Unable to get assistance

I app**** for a Platinum Cheque account at FNB and my application was successful. On the 15th of April 2016 I received the card at work. The letter which came with the card did not have my account no.. I called FNB on *** which deals with Cheque inquiries. I used the telephone self service line by entering my ID. The service then prompted me to enter the last 6 digits on my card with the ATM pin followed by the # key. The verification was unsuccessful. I was then directed to a call center agent. I was informed to enter the last 6 digits on my card, followed by # key, then my 4 digit pin followed by #, verification still failed. The format in which I was ordered to enter the verification code is ******#***X#, but whenever I hit the # key after entering the last 6-digits on my card, verification failed. I informed the call center agent. I was then referred from one call center agent to the other, prompted to do the same thing over and over again with failure result. After spending one hour on the phone trying to get my account number I was placed on hold by a call center agent for over 10mins until my airtime was depleted. this incident occurred between 14:00 - 15:15 today.