capitec money making skim

Early this year i lost my phone and went to capitec and ask them what is another way to access my account since i do not have an app anymore, they told me i should buy a token device, which i did and i manage to do an online banking smoothly even though i did not understand why am i suppose to buy the device. In August i bought a phone and downloaded the App and i used it fine. on the 29th October i lost my phone again i went to capitec to again because i could not access my account through online banking. i went to them to ask them to activate my token so that i can use it again. the told me that i must buy another one, i refused because i did not see a reason to buy another token to access MY OWN ****** ACCOUNT while i have a PERFECTLY working device. i told them if that's what it takes for me to buy a device to access an account while i have a perfectly working account they might as well cancel the whole account. i will not buy stupid token device every time i get ****** or loose my phone.on the 30th October i spoke to Ridaah who said i am not going to pay for another device, i wanted to be sure i asked him to show me on my history transaction only to find out that the money was deducted from my account when i asked him why is the money deducted, he said it will be reversed, i took his word. on the 31st october i spoke with Imran and asked him to check my history transactions so that i can see if the money that was deducted is indeed reversed, to my annoyance the money was not reversed when i asked why, he told me that i was suppose to pay for the second device which i made it very clear that I WILL NOT PAY FOR WHILE I HAVE A PERFECTLY WORKING DEVICE. he told me what i am saying does not make sense because i need to pay for the second device, i asked him why should i pay for a second device, he said the device was deactivated when i activated the App, so i asked him to activate it, he said they cant i have to buy a new one. i will not buy a new device while i have one that is perfectly working, if i have to buy a new device to access my account i might as well cancel my account with capitec. because i do not understand why i cant use both App and a token. what happens in cases where i do not have a phone but still have the token and i am far from the branch, does that mean i will not be able to access my account till i get to the branch, what nonsense is that?