Very poor service

I have called ABSA and spoken to a consultant who gave advice, but none of it worked! I still cannot see my accounts and error H*** appears on my phone when trying to access the banking app. I did go to the branch, but there they couldn't help me either. I need to get access to reprint a payment made that needs to be refunded, and I need to go to a site where I use payfast to make payments. Will ABSA refund me the penalties that are going to be added to my account if I am unable to do the payments?????????? It must have been paid on 25 June already!!!!