Need to respond on app but I don't have the app!!

This is getting ridiculous! I am trying to telephonically contact FNB at ***about app problems. But no matter what I tell the IVR, it tells me to do something on the app. But I don't have the app - and don't want it. Seems that without an app I cannot even call my bank. Eventually - after several minutes - the system realised that I had not responded on the app and so did put me through to a real live person. My issue is not yet resolved.