No response to internet banking problem

I sent ABSA the following e-mail 15 days ago, but got no reaction: "When I log into my online banking I get a SureCheck 2.0 pop-up that says I have 27 days to upgrade my security. I had clicked on the button to upgrade it and downloaded the app on my device. I got up to the point where I click on the Create passcode button. Before I can even type in a passcode it comes up with the following message:

The device cannot be linked. Sorry, profile already exits on the device

How can this be resolved? I will be very upset if I cannot use my internet banking after 27 days."

I don't know if it is related to this problem (I should have 12 days left), but currently after I typed in my account number and pin the web site comes back with 'service unavailable'