Really Disappointed Capitec !

I am so utterly disappointed with Capitecs Call Centre ! What is the point of having a call centre if the agents are not able to assist your clients hey ?! So my phone was recently ****** and I have now got a new one and downloaded the banking app ! And as per a Capitecs Marvelous advertising ! You can now activate your app without having to visit a branch ! So here I am ever so pleased with my bank for making my life even simpler as I work 24/7 and literally do not have the time to go into a branch nor can I take the time off to do so ! Only to find out that when doing this myself at my own leisure without having to wait in king ques at the bank to be served ,! I have to verify my email address on my old banking app on my old phone ! Wow Capitec! You guys really put some though into this step hey! Did you ever question why your clients would have to download the banking app again ? A new phone? Their phone got ****** maybe ! And how exactly are we to verify the email address on the old phone if it were ****** ! Just a suggestion! Make it clear that you have to verify your email address on your old app before activating it on a new phone ! But you know what the funny thing is ! My fiancé had recently upgraded and when he downloaded the app again it didn’t ask him to verify his email address and he could continue and was successful with getting the app again without having to call your Help centre or go into a branch ! But somehow I am not able to ! I had even asked the call centre to ask me any security questions so that I could be assisted to get the app but still I was told no we cannot help you will have to go to your nearest branch ! If I had to fail any of those I would understand the need for going into a branch ! But to have a call centre that cannot assist your clients ?! Really disappointed with Capitec! I have never had any issues with Capitec ! Always such a pleasant , affordable bank to be with me until this !