Lack of Business functions alignment and application of temporary technology

I bought a new phone and I have to transfer . To transfer my mobile app profile to my new phone. When enter my acc no/card no. and pin. Next screen requires a password which I have forgotten. When I click the link forgot password I forwarded to screen that just shows the contact no. for mobile app department at ABSA.

I then called them to reset password, they told me I need to go the branch to reset password!!!

This makes absolutely no sense. The password is only entered once when you create a profile and I forget it but now have to the branch.

Is ABSA able about aligning their business functions with the contemporary technologies. Why am I unable to use an OTP technology. First of all their branches have extremely slow ques, they close at 15:30 by this time I am at work. How do they expect me to access my account.

Secondly I have all the items below, it completely make no sense that I am still unable to get access to my account for which I am charged monthly fees on.

1. Account number 2. Pin to my account 3. Mobile app pin 4. The cellphone number I registered my account with for OTP password services. 5. I even have access to the mobile app on my old phone but phone is broke and shuts down all the time.

I have everything to access account.

Why cant I get access to the mobile application????