SMS authentication discontinued

Some how I tried to do internet banking on my system on their site and I was told my SMS notifcation was activated without my knowledge .I was dissapointed by mostly the staff the way they showed no empathy to my situation ,merely due to the fact that the issue which caused this problem was their system and not my fault at all .Itumeleng supervisor at contact centre and her "manager"Mpumy Zungu showed the level of incompetency .They just read the rules which were not related to the enquiry I had .I had to miss out on aa reservation of a lifetime because of this .As much as tules are made to protect companies ,people must be taught to use their common sense and be eencouraged to do so in everything they do .I fully understand now what people state that people from contact centres are like parrots ,because they are never taught about business strategies ,which I would hope means keeping clients happy in whatever is done ,instead of just following rules blindly .Rules are meant to be a guidance not a fall on things when *********** staff are placed in positions they arent alligned with