What kind of bank cannot solve a problem in 18 Phone Calls and 7 hours in total on the phone.

I have been trying for over a week to resolve an issue with my online account and FNB app and given the time I am spending, having phoned 18 times, (no joke!!!!) it is conservative to estimate that I have already spent 7 hours on this (ONE FULL DAY) over an issue which should have been resolved by now. In short, I am not receiving OTP numbers and my App is no longer operational since I got a new phone with the same sim card and phone number as I have always had. I need to change my password and username but cannot do so because my app is not working and I cannot receive sms or emails from FNB (although these are both working). So I am in a catch 22 which to date no agent has been able to resolve. Each time, I am put onto the merry go round of agents eg. I was originally put through to online banking who said they were transferring me to digital but I actually got through to premier banking who said that they cannot help me and put me back to online banking who were in the same process of asking me the questions that I have answered numerous times. Each time I am told that it is being escalated and I will hear back in 24 to 48 hours – NOT SO!!!!

I only discovered recently that each call has its own reference number so the many calls I made in the beginning were under my false illusion that the one reference number would inform everyone of my plight - not so. Since then, I have been gathering reference numbers like rainwater: RF***5 RJ ***7 RF ***RT ***3 RW *** And then there is the one from today where the agent promised to sms it to me and did not!! - poor promises