Banking APP

I have a problem with moving my banking app fom one phone to another, which i have done countless times. This time however when entering my username i get a message that the username is incorrect. Went to the branch no one could assist with reason why. I used same login credentials to lock in at the computer at the branch. I tired logging into my app again, no success only this time my profile got blocked and the only response from the consultants is that i have to wait 48 hours to try and login again. Not only did i waste my time going to the branch, the consultans also came across very condescending.

Is there someone that can assist before the 48 hours as i am not guaranteed that this will work after that.

Kind regards Ranvier Swartbooi