Capitec token ****

Pity one still has to select a Star to be able to proceed but Capitec deserves none, i am an old client i have been going to the branch and do not get the right assistance. Several times i have told them i no longer have the smart phone and would like to revert back to the token, and i have a perfectly working one they deactivated they just need to re activate and link, but because they want to **** me they claim they dont have the serial number, how can they not have it it their file? the useless guy from head office deliberately pretended to assist by sending useless emails so that he can closed the request, i am now unable to do internet banking because capitec wants to force me to pay R 120 to replace a working token. What are files for if not to keep information one wonders.