Internet banking-change cellphone number

Hi...I went to your Westgate mall branch yesterday.. 24 hours ago..I had to change my cellphone number and this had to be changed on my internet banking as well...The consultant explained that it would take 24 hours and I completed a form...She then explained that once I login I will be directed to confirm my mobile number.which never happened...I just spent 10 minutes on a call holding and the utilising my airtime.i cannot go to the mall again.that would be ridiculous.There has been no confirmation on my app and I cannot add a beneficiary or make any payments because the one time pin is sent to a sim card that is damaged.. Could you kindly give me feedback as to why this is taking so long..I have to make payments online and cannot do so...it's 24 hours later..my number is ***...thanks