New phone, same SIM, can't activate Capitec app, can't travel to branch

I put the same SIM card that I used with my Capitec bank before into a new phone. I could not activate the Capitec app on my new phone, even though it offered this functionality. The verification process always stopped when I was asked to take a selfie; after that it reported that the Dept of Homeland Affairs could not verify my identity. So I had to go to a branch in person, and the problem was resolved. But the REAL problem was when my partner, who is seriously ill and bedridden, encountered the exact same problem when she got a new phone. She CANNOT physically go to a Capitec branch. I have phoned Capitec's support line about this a number of times and every time I am told that the app is working as designed; she has no alternative but to come in to a branch. So, two huge issues:

(1) This functionality should not be offered in the app if it does not work. And you can't just go on blaming the Dept of Homeland Affairs for this. (2) The FNB banking app handled the same scenario on my phone with geolocation and a second form of identity verification. Easy, no fuss, no coming in to a branch.

The way I see it, Capitec should either fix this app or remove this non-operational feature from the app.

Either way, my partner still can't travel to her nearest Capitec branch, so she can do nothing with her account.