Capitec issues that cannot be resolved, back to stone age banking

I have been banking with Capitec for 9 years now. Recently the app stopped working and I had to delete it and download it again. When I tried to activate the app I got a message saying I cannot be verified and that if I have a new number I have to visit a branch, I have the same number as the past 9 years. I went to a branch and the consultant was unable to help me. When I asked her what now, how do I transact in future, she said I have to use self service inside a branch, meaning every time I have to make a payment or transfer money etc, I have to visit a branch, I cannot use the app and I cannot use internet banking as you need the app for that. I also got the feeling that the Capitec Staff is not really interested in trying to sort out this problem. What's the point of even having the account now.