Are IT people a protected species?

I acquired a new cell phone with a new number, but retained my old one as many people use it. Since the new phone is more up to date I went to my local branch in Hillcrest to have the number for SMSs in respect of transactions to be changed to the number of the new phone. I duly completed forms and provided all the information required. The next day it became apparent that some notifications were still going to the old number and some to the new! I contacted the call centre twice, on one occasion the agent said she would reload the number(this made no difference) and on the second, I was told to go back to the branch, this I did today and went through the same procedure again, ID, finger prints etc. This evening I had to pay two beneficiaries,the first notifications came on the old number and an hour later the same notifications came on the new. There must be a fault in the computer system, but when I phoned the call centre, it seems that clients are not permitted to speak to the technicians. Can someone with knowledge of the programme used please contact me to sort out this frustrating glitch.I find these constant trips to the branch tedious, time wasting and fruitless.