Bad service and process business banking

We need to come to the branch to verify details for our business. When we came to the Clearwater Mall branch there was no business bankers available to assist us. We have been sitting more than an hour waiting for help. We need to verify a cellphone number and an email address. The cellphone number is the one that receives our otp so we don't understand why we need to verify it again even if it gets the otp. We needed to update our Fica information a few months back and sent all the documents through using our email address. All Fica docs was accepted. Now we need to verify this email address in person. Doesn't makes sense