Unactioned OTP change

Very disappointed in FNB. I recently went to Denmark and got a new phone and sim. I spoke to FNB secure chat and they changed my OTP number to my international number. I still did not receive OTP after that. Then I contacted them again and they changed it to my email address and still nothing. So I contacted them today. The assistant says that they escalated the email OTP change but it was never actioned. This is terrible service from a bank that is supposed to be one of the best in SA. How can something so small not be actioned? I am now struggling as I have to always carry my old phone just to approve things. Why is something so easy, so hard to do with FNB?