Pathetic

I am prestige account holder, which means I should have access to a banker at any point. Not so, they are working remotely & can only correspond via email ****** My Phone was hacked a week ago, I changed the cell phone number, I waited an hour & a half to be seen at the branch in Cresta, they updated the cellphone details, then they told me due to the upgrade in banking packages I would have to reregister my profile, I waited then logged on to do as I was told & too my surprise the system kicked me out. I then tried to bank at the self help terminal but my account had no beneficiaries linked to it, so how I was I able to bank before I changed cellphone numbers? I received no sms notifications even though I was performing point of sale purchases, I went into the branch at Fourways & waited for 2.5 hours to explain my story & have the consultant type in a couple of codes then tell me, my problem was sorted, I checked with my cellphone provider if my device had the relevant codes & settings for banking to which they said yes. I sent a mail into the prestige banking email service to which they rep**** that all is up to date on their side & there's nothing wrong. So here is the question if my number has been updated correctly & online banking profile established why I don't receive sms notifications for activities on my account & why can't I bank online ??