Update email for otp

I have been in contact with Standard Bank internet banking call centre from the 12/02/2015.My experience thus far has been nothing less than infuriating. I have now explained to at least 6 agents that I am not in the country(studying abroad)and am no longer employed by my previous employer. I requested that my email address be updated so that I receive my one time password in order to transact. I was instructed to send a secure mail with copy of card and passport. Which was done on the 12/02/2015. It is now nearing the end of the month and I am still unable to settle any of my bills. 2 of the managers requested I email them directly as I have been sent from pillar to post. Each call averaging 15-25 mins at 1 pound 60 pence and still no service what so ever. Not even acknowledgement of my email to the managers.