Pathetic Pathetic service

My son is in America for 2 weeks. He cannot use his online banking due to the fact that the OTPs are being sent to his cell number which is not active there. We have sent emails. We have phoned all the numbers given an no-one can change his OTP preference from Cell phone to Email? Really? The email he needs it to be put over to is the email on Standard Bank's system! I cannot believe this service. They want him to phone and when he does he has to be on hold for 20 mins only to be cut off a minute into the conversation! Contact him urgently on ***