More pathetic and nonsensical "service"!!

Today received the following email: "Good day Thank you for your Email Regrettably we experienced a routing issue with our emails, and we were not able to get to your query timeously. We apologize for the delay in responding to your query and any inconvenience caused. Kindly note IBSupport only assists with Internet Banking/ Mobile App navigation, any sensitive transaction cannot be performed via email as we do not have a system to authenticate our clients. Please note that we are unable to assist with OTP matters via email due to the safety and security of your account. Kindly be advised for security reasons, to switch OTP delivery method or update contact details you are required to visit the branch. We note that your number was updated on your profile but not for the One Time Password (OTP). The branch will assist you in completing the OTP Change-Form which will deactivate your OTP service and give you the opportunity to re-activate it online with your preferred delivery method details i.e., Email address/New Cell number. You are welcome to contact us should you require further assistance." Two points: 1. "Routing issues" with emails seems to be a pathetic excuse! 2. I am now in Portugal and the best option I have is "visit a branch". The phone number is updated on my profile but not for OTP! This is ridiculous and the requirement to have to do this in the branch even more so as I have been phoned on my updated phone and answered all the required identification questions. Also to change the notification from phone to email should be a routine facility through the app. Can this be escalated to some senior competent person to resolve the excuses and meaningless suggestions that are just annoying?