online account blocked

Am so disgusted with the service am receiving from such a well know bank a week ago l lost my phone and did a sim swap and l was able to log in on my internet bank on both the pc and my mobile app however a few days later l tried to log in and there system started saying that due to security reasons l had to call there contact center which l did and they said they escalated it to the ***** department ,how can be trying to still my money l now have to do all my transactions by going to the shops ,for the record this is such a poor service and we working and dnt have time to run to shop to pay for accounts ,Am such a very unhappy client