Banking app

Every single time I get a new phone (not changing my phone number or doing a sim swap) must I go into the branch. Today I phoned the call center and while I am still busy telling him what my problem and that the app always tells me to go into the branch every single time he cuts me off and tells if I haven't changed anything with my sim card then it should work. I continue to tell him that it does not and they want me to go into the branch for the 3rd time this year for the same story. He tells me I am wrong and acts like I am lying to him about what the app is telling me. Yet I still can't use my app and must go waste my time going into a branch again. When I needed a bank statement ASAP. Other banks don't make you go into the branch every single time I use a new phone.