Disappointing online experience

I called the Customer service department on Friday night to update my cell number because I wanted to link my store card to my online profile in order to make a purchase from a gift registry. I waited and waited still no OTP. I use the Facebook messenger to explain my problem but you refer me to my bank??????? Tried again on Saturday still no OTP, tried again this morning still nothing. Response from Facebook message was that customer service will call me that was yesterday, still nothing. So I call and explain my situation, after holding for some time, I ask the agent to call me back as my airtime is running out I get told that they cannot call me back because there is only 3 agents in and the calls are in a que. It is disappointing that I am actually trying to utilise your service for the first time and the online customer experience is so disappointing. And still I wait with no hope of getting any call today.