Internet banking inaccessible

I received a new card after my previous one was ******. I was told to re-register for internet banking with the new card number, which I did. Two days ago, I couldn't log into IB, so I tried to reset my CSP/PIN. However, the OTP wasn't coming through. Same thing yesterday, so I emailed the IB support address. They were quick to respond (kudos for that) but ultimately unhelpful. I was told that the account had an email address that I haven't used in three years associated with it, but no cell phone number. This despite the fact that the confirmation of registration for this very IB account was sent to my current email address two days back and I receive SMSs from Standard Bank about transactions on this card/account to my current cell number as well! I was told I need to return to the branch with ID etc. after I was just there a day or so earlier to pick the card up in the first place. How can the details that I've used for 3+ years and were valid on the morning that I lodged my enquiry have just gone missing from my profile? And why wasn't this cleared up when I was in the bank to fetch the card? And why can't you link the details that clearly you have on your system to each other?