No reason for ***** flag😢

Hi my Discovery bank has been put on a block and have been trying to have the issue rectified for the past week. Each time I'm put through to the ***** department either they don't know why my account is locked or they disconnect my call promising a callback that never happens as I'm not even asked which number I'm available on. My phone is damaged and my card is lost so I stopped my card then downloaded the app on a new device. There hasn't been any new or irregular activities on the account. The lack professionalism, efficiency and client support is appalling. I emailed the complaints department on the 15/10/21 and 17/10/21, all I'm getting are automated response. Called in today and I'm devastated because now the ***** department can't assist me cause they say they can only verify me through my number. I have access to my emails and their app. Don't they have a manual verification? Was advised that the complaints is also available by email. I'm confused as now my matter seems to be ignored and no one is willing to assist. Was planning on moving my salary to Discovery bank😭, just imagine this happening to my salary and debit orders not getting anything. Thought an online bank was evolution, I don't recommend them as there are no easily accessible branches to assist. Have a spend alot of money on phone calls