entitlement

Hello first time poster
Has anyone else had problems with entitlement offer , have tried to prescribe only for my financial institution not recognise BSB no supplied. I have contacted FMS only to be brushed of by aggressive company secretary who is obviously under instruction from management. My point is if they want (need) money surely the company secretary should know this information and happily correct the mistakes
I've read HotCopper for years so I know the mistrust in management exist,
unfortunately this behaviour leads me to believe there is substance here