Online banking app is locked

Yesterday I discovered that my online banking app is locked. Last Wednesday it was working properly. Now I have to visit the branch to fix this problem I didn't create. I opted to use an app because I hate branch visits. Last week I spent 3 hours on a queue at Absa branch just to renew a bank card. Now I have to go through this experience again. Why is my account locked? Am I no longer wanted as a client?