Nedbank service *******. Their service is not world class as specified.

I app**** for a card replacement. I did not receive the SMS for the card collection as my cell number has been changed about 4 years ago. Upon enquiry the call centre agent, Nathan (Call made between 15:30 and 16:30 on 24/07/2018) informed me that an SMS was sent. I enquired as to the number and was given the old number. He then took my existing number and I am under the impression that he is updating it. I took the time off work to pick up the card this morning. Upon getting to work the lady from online banking stated that I will not be able to set up online banking and make a payment as my primary cell number has not been changed and I need to walk in to a branch to do this. I was not informed of such by nathan when he took my number. This has now delayed what I need to get done until Saturday. I should have been made aware that the primary number must be changed in the branch and I would have done so. The branch where I picked up the card did not even verify if my details were correct. This is unacceptable service which in my opinion is ******* service. I am dealing with Standard bank for 25 years. The communication with regard to their service cannot be compared to this. I would regard their service as world class and not Nedbank. This is definitely not world class service. I did enquire as to the process to close my account as it is not worth it.