Unhappy

I have a huge issue with the technical support you provide when holding for 30mins to get some assistance and not be able to solve my problem. I have lost my phone I have gotten a new phone and downloaded the APP I went into the branch as I could not remember my old password then they advised I need to call the helpdesk which I did then after that I am unable to locate any of my accounts my profile is blank....... called them again without any success they were not able to locate my old profile and said I must re do my last 9years of personal setup on the app? I am with FNB as well downloaded the app all sorted and my profile and limits are the same all good.