Online Banking Verification Failure being made customers problem

I was unable to purchase electricity as the verification did not come through to my application, the agent told me to remove the app and reinstall it which i did and not to my surprise it still isn't working, he then asked me to send a picture of the proof. why should i need to prove that i am not getting it when you can already see it on your side!? not to mentioned the fact that you cant screen shot banking apps! i have had many problems with absa over the years, for example just last month they have taken overdraft fees for an overdraft that i never took nor did my account go into overdraft. your charges statement says what your fees are going to be but if you look at your actual statement its different story lots of added charges that are not accounted for anywhere. the call center staff. i would like to be refunded for the data used to re download the app along with a portion of my monthly account fee as i have been unable to use the account fully due to the verification issues.