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Incorrect cellphone number

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I have been to the branch twice to change my cellphone number, I was told the second time that I should log into the banking app and confirm the details on the app to get the otp on the new cell number. Well, it didn't work, no otp was sent to the new number and I had to choose email to get the otp. So when the profile update email came through, it still reflected the old cellphone number. How difficult can it be to change a cellphone number. Do I have to go into the branch for a third time to correct it, or would it just be simpler to change to a different bank.
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