Unable to add a user to my world account

Good day,

I have been looking for assistance to add a user on my world account as my world account help us a lot with our stockvel, I have phone the customer care and they couldnt help me and they advise I go to the branch, we then went to centurion mall where they couldnt help and they even phone IT to log an incident, they did that and they said they will get back to me since the 20th of September to date I havent heard anything from them. can I get an assistance ASAP as this is required for our stockvel to run well. I dont think IT should struggle with something so small, the error I am getting is: COULD NOT PERFORM THE OPERATION, INCORRECT OPERATION. I am so surprised why this is taking too long, I am the only one experiencing this or African Bank IT department is just too lazy to fix minor things?

ID: *** Cell no: ***