Very Poor service

SO me and my mum went to Capitec bank branch inside the Letsoho shopping centre because she has been battling with logging in to the banking app, so the lady that was assisting my mum said to her that she can't assist her because the network provider is the one that has blocked her access (specifically) that is the reason why she cannot use the app data free. I mean how can a network provide block you from utilizing an app? But obviously Capitec staff is always unwilling to assist