Internet banking not for the faint hearted.

I can't pay a beneficiary, because they must send me a authentication to my phone. I did resend for more than 18 times. I then call the customer care line. The prompts lead me to a point where it says I must follow the on screen prompt's. Nothing came through. Called back and was then told by a consultant that They can't deal with that problem they will put me through to another department but tells me it's ***** it would be better to call again. I have been at this for over an hour now.