Stupid Stupid System with the App

Supposed progress in banking service using the App is actually going back to the Caveman days!! I phoned FNB to TRY to query a double debit on my son's credit card (I have authority) only to be told by your consultant that they cant help me if he doesnt have the FNB App. If he is in Thailand and is having problems with your App, how is he supposed to conduct a telephonic investigation into possible ***** on his card. I tried to insist that the consultant looks into my query whilst I was on the telephone and he said this could not be done without the App. How absolutely LAUGHABLE that we can no longer get help over the phone. Not only that - my son lost his phone with his old SIM card and when he did try and use his FNB App when it was working, it says FNB will send a security message to his phone so that he can access the App - WHAT IS HE SUPPOSED TO DO IN THAILAND WHEN HIS INITIAL SIM CAR IS GONE!!! Stupid, stupid system. If you want to use the stupid App system at lease still keep the method of telephoning for help on a credit card, overseas or not. I think the best avenue would be for me to report ***** to your ***** line and let them waste precious time and money investigating and answering my very simple query which your credit card department could not do. Really sad FNB, you think you are going forwards but are actually going backwards.