plauing service from customer care consultant at Standard Bank

I am in the UK and urgently need my internet banking password reset. Because I am having difficulties at the moment with my international roaming and therefore sms and one time pins I have been asking Standard Bank to assist me on email and was told by customer care to phone in. I phoned this morning and had a very rude and hostile customer service "person" who said my email address is coming up different than the one I provided (go figure if they can't keep their records updated) and they couldn't help me I must go into a branch. Im in the UK. She ended up putting the phone down on me and I have no way of getting my banking done. Highly stressful. Im going to be an ex Standard Bank customer once I am back. Obviously 35 years a customer doesn't count for much when you really need it.