Giving me a run around for nothing

So I lost my smartphone that was linked to my banking app/profile and now using a phone that is no longer a smart phone. I was then unable to proceed with payments made online as I couldn't receive a verification because "I don't have the banking app" anymore. Which still doesn't make sense to me. I call the Absa call centre on the 2nd of Jan this year and I was told to mail ********** I went to the bank on the same day to fix this and was told the same e-mail story. I sent the mail as advised and told that this will be sorted in 48hours. Today is long over 48hours and was told a different story. I need to go to the branch for this, I was still not assisted. I was the told that my query will be escalated and it will take 48hours. This is ridiculous, the reason why I left my previous bank was because of such similar stupid things. Banking should be peaceful not this HORRIBLE service that I am getting. Just because I don't use a smart phone I can bank online?? Is that it? Is that catering for everybody?

Can I have this matter sorted out please.