Cannot use fnb app device flagged

So after year I decided to move back to Android and added all my profiles from my app to my brand new phone and verified them all.

Then I tried to login to the app ofln my new device and I get this message You device has been flagged please contact service desk now I cannot do anything I called in yesterday and was told 4-24 hours today asked again a I get told 3-4 business days as an investigation is taking place.

Why investigation is added it from my old phone to my new one no even a email or call or sms telling that someone is working on this