App not working and poor customer service

I'm currently in the UK and my App has completely locked me out. The error message says that I should visit the branch with my identification card. Which is impossible since I'm outside the country. I've contacted Capitec customer care and I haven't been assisted. I lodged a complaint on the 3rd of September and nothing has been done since. I'm so frustrated as I'm being taken from pillar to post. Being told to install and uninstall my App as if I haven't done that already. The enquiry team is not helpful as everyone is telling me there's nothing that they can do. I've sent emails to, my query is still not resolved.