Pathetic service

My boyfriend went into the branch at Canal Walk to change his OTP to be sent via email as he was leaving the country for a few months. This was done, and he was told there is a technical issue linking his account to his card, but that he must keep trying and not stress ****h March) Fast forward to 10 days later, and the issue still persists. Since he is in UK, I called for him, and explained the story. The consultant said there is no nationwide technical issue, and this can be resolved by calling the account holder in UK. Only a team leader can do this. I provided a number and time to call for Thursday 19th March. No call was made. 20th march, I called in to ask them to call. They called too late. 20th march, I called to ask them to call. No TL on shift. 21 March, I called to ask them to call him. I get told that a TL can't resolve this issue and it will be escalated elsewhere. the client is now in UK, and cannot make any payments of bills which are due next week. RESOLVE THIS NOW!