Standard Bank taking ineptitude to new highs.

My son is now living in London and he has been attempting to access his bank account for a week now. As he is unable to receive his OTP on his mobile there he has asked Standard to change his OTP notification from his mobile to his email address. I have been trying to help him do this for over a week now and have contacted everyone in virtually every department in Standard that may even remotely have anything to do with this matter. For heavens sake Standard this is not rocket science, I have no doubt whatsoever that a 7th grader could do this within hours. Honestly is there anyway whatsoever that you can explain this type of gross incompetence, because if there is , I would be fascinated to hear about it.,