NO OTP`s received when transacting.

I live in China and have been receiving OTP pin before. From last week I haven`t been receiving OTP when transacting. I went to the cellphone shop here, no problem with the phone or roaming. Tested it and received SMSs from friends living in SA. I have been online trying to resolve the problem every day last week. Being timed out, because the operator takes to long. Had to speak with a different operator every time, being timed out as I wait for them to find the person I was speaking with. I asked for reference numbers every time I had to log in again and speak with a different operator. Eventually I resolved to a formal complaint which was answered with a generic PDF file explaining to me HOW to make an EFT payment for a loan account. Not knowing how to make a EFT? Also I do not have a loan account? I asked again whether they understand the problem, why am I suddenly not receiving the OTP like I did before? There has been no response. No problem solving! How do one fix this problem when you live abroad and this is the client service?