Why is the service so bad in your call centers?

I still am unable to use my cellphone for OTP's, I've been to your branches twice to use the telephone to get hold of someone, but, I either get transferred to the wrong departments or I get a recorded message that they are busy.

I opened an account with FNB and linked it to online banking but I cannot do anything as no OTP will come through, as there is a problem with my phone number.