Why is it so difficult to get somebody to give me the right information

I am now for the last 2 weeks trying to change banking details for my funeral policy and my retirement policy from fnb to capitec. I went on secure chat and had to repeat my request over and over whilst the history told them what i needed to be done. What they told me to do did not work, that was only for the debit order date. I eventually got the funeral policy changed but now I am hitting walls to do the retirement policy. Just been on the phone with the people on the toll free number and I was told that I will be put through to the correct department. The call was simply ended. I also had to punch in my id number and twice the system did not except this. I am 20 years with FNB and I am super frustrated. I am on the road the whole day long and simply do not have time to go into a branch or to be on the phone