Bad service with online banking

I logged my first query about the issue I'm having, 19 days ago. I've dealt with my private banker and someone from the online banking division who has gotten the technical division involved and yet the problem persists. My previous phone broke and after moving to my new device I saw that I'm unable to link the device. This wasn't so bad because I wanted to move away from using the app and use the sms OTP method and use online banking on my computer. The problem is that I'm not able to use online banking to transfer money or make payments. The explanation I've been given is that resetting my password and creating new usernames (which I've done multiple times) resets it on a secondary profile and not the primary profile. So at the moment I'm unable to make payments or do inter-account transfers. I've been told this is being dealt with as urgent but after 19 days I'm starting to question that