The Co-Operative Bank review: Online banking lock out and cost of phone call

Dear Cooperative bank.
I have just spent 20 minutes, waiting in a queue and then talking to an agent to get my online account unlocked simply because I haven't accessed my online banking since last year. Firstly, it cost 20 euro for the call- 7 euros of that was for waiting to speak to an agent. Secondly, although my account was unlocked, I cannot use it as now I am being instructed to call again! to give a  mobile phone number. The agent failed to mention this. I cannot afford such charges on a phone call; one of the reasons I have online banking.I have to say, your approach is far from encouraging and I feel quite angry to have to pay, once again, for another call, when I may again have to pay just to wait.I have friendlier online banks which have recompensed me for charges made when I have made mistakes in my online banking decisions. Is there a possibility you could recompense me for the call, and secondly, provide a cost free way of contacting you to give my mobile number details.
Many thanks for any help offered in this matter.