Unable to set up internet banking properly

I have accompanied Mr Shave, 84 years old, twice now to try and set up internet banking for him. The second time was to connect a cellphone for authorisation so that transactions could be done. He tried to load a new beneficiary today and a message came up that sensitive transactions could not be done because there was no sms authorisation set up. How many times do I have to get him to the bank, wait for a good hour, and be correctly helped in order to get this function happening?? Please train your staff correctly. We now have to go back a third time, not easy for a man his age!!