Poor Customer service

On Thursday I went to Mall of tembisa brach to change my cellphone number and get a new card, Thembi Ubisi assisted me and said said she has updated I told her to also please change otp number which she did not show interest in what I was asking. She said I will change on the app. She did not guide me what I need to on the app. On my way from the bank I signed in to the app and there we no accounts showing. Instead it she's I must link, when I link it still has my old cellphone number and I phoned the customer care they said the number was not updated. This is an inconvenience as I need to travel back to the branch at my cost because a consultant did not do what I ask the to assist with