*********** staff and shocking service

Shocking service and *********** staff. Trying to assist my 83 year old father get the pin for his new credit card . Tried on the banking app got an error”this service is not available on your profile call (***** line). Called the ***** line who answered after being on hold for 20 minutes. Extensive checks done , 15 minutes later the agent decided she couldn’t help and transferred us the the Internet banking department. After a further 15 minutes on hold we spoke to an agent who decided she couldn’t help either and that we needed to speak to the card division. Transferred once more, on hold once more for a further 10 minutes. When an agent finally answered she advised that she could not help and that she would transfer me to the Internet banking department!!! Just come from there! She also advised that I could go to an ATM and that because it was a new card I would be able to retrieve or create a pin”the ATM will know it is a new card and offer those options”. Needless to say that did not work. So here we sit after an hour on the phone (my cell phone costing me a fortune), new credit card, no pin and no way of getting it other that a very stressful, time consuming, risky visit to the branch for my frail father. I am appalled at the service and the lack of knowledge and/ or poorly trained staff.