worse service

I had an accident on Saturday so I am at home bed-bound due to my injuries, I tried to log onto my online banking, but got a notification that I need to verify my details, I called the nr provided on the Nedbank online site but was told I had to visit a branch I tried to explain to the consultant that I am not able to go to a branch she said she can't help me and and that's it, and mind you I have to make payments to my staff.... the same verification they are doing in the branch can be done over the phone this is pathetic