Poor service from African bank

I have paid up my account with African Bank but now I'm struggling to get a paid up letter when I call I am been told to check my app for whatever I need from I don't have African bank app and I'm not using the same number I used when I app**** for a loan 10 years ago but I'm told I won't be help without that number and I should download app using that number that's really unfair. When you call you speak until you run out of airtime.