UNTIMELY BANK

I have been a loyal customer and have been ******,lost my cellphone and today I tried to change my cellphone number at Kliptown Boxer but as usual they have been offline, I also happened to open an account for my pensioner mum but have not been able to collect a card because of them being offline ALWAYS. When I called the customer care today I was told that I should get to Maponya Mall and how do I get there,is it not your duty to ensure that you attend to your kiosk. Maponya mall is way too far us and I need to change my cellphone number urgent to access my account