Failure of app costing money

I have been a client of capitec bank for a number of months and had the phone app loaded as I opened my account. I often use the app on my phone. Today it stopped working and says its not activated. The person at the bank told me I have to travel to a branch and get it reactivated. I explained to her that it will cost me R200 in taxi fares. Capitec is simply not interested and repeat that i must go to a branch. This app failure is their mistake but i must payR200 in taxi fare to go to the closest branch!