Totally undermined

I changed phones and had done a sim swap, have been trying to re-install Capitec app with no success as the sms sending keeps failing. I went to Capitec Twist Street in Hillbrow where this àguy with a beard and nonname tag on called my number.

I went to him, from the first go he was rude when he just said to me "sit down". I brushed it off and sat down, the next thing he turns to me and say "its rude to blurb infront of people even if the client is always right but thats rude" again since I hadn't blurb I told him I didn't do that maybe its other people. He still didn't bother to apologise but continued undermining me as after telling him that I want to activate my app he asked if I have Data and I told him I do not but I have airtime and he rudely said "I said data" then I asked if it needed data so I may convert airtime to data and he just kept quiet.

All this I kept a smile. Gave him my phone, he tried and it did the same thing it was doing all along and he rudely looked at me as if I am this dumb person and said "but there airtime here". I started to get ****ed, I took my phone dialed to check airtime and showed him. He just gave me some paper and told me to sign. At first I kept complying cause I really felt disgusted at the way I was being undermined. He just said mu phone has a problem and I asked what could it be as I can send smses to any1 but just not to Capitec. He turned to his colleague called Sne and asked to help and she tried and even noticed that I have been trying this since Saturday and she suggested that someone within the branch would help but the guy just brushed her off and went on to deactivate/ cancel my remote banking without informing or anything and I asked him why again he said this is what has to be done. I asked him what to do now, he said I must now go to the branch to activate it (mind you I was in the branch). I have been using the app for years and have changed phones before and I have activated the app. A week ago we activated my wifes as well on her new phone and we didn't have to go to the branch nor was it being cancelled. The guy purely undermined me and totally disrespected me from his first word to me. Now I am sitting without an app on my phone and no profile either. I was in the branch for help but instead I got told to go to a branch. Which branch must I go to?

Where must I get help then if I am told my phone has a problem, what problem is it? A new phone? Come on now. This undermining must stop and as much as I do not know his name I can go to the branch and get it or Sne would know it. All clients must be respected. Have been with Capitec since 2010 and have always have good experience until today. I was totally undermined and still didn't get help. Now where must I go if a branch tells me to go to a branch?