Poor customer service

My niece has been struggling to use her bank app and Mabatho from Capitec Branch,kaalfontein corner told her there's nothing she can do to help her. There's troubleshooting when completing her bank app application. She didn't even bother call IT guy to find or give her reason why there's a problem with her app..disgusting..now we gotta spend more money to find a branch thats willing to help her resolve the issue