Unable to make payments

Making payments with this bank is always such a pain. I understand their decision to create an app to enforce security, but if you are the legitimate owner of the account and do not have your phone with you or if the app does not have an internet connection or simply does not work in my case, then you cannot use your own money. But they will still charge you ridiculous bank fees. I have a so-called premium account where I pay for my special "Team of Bankers" who on all but one occasion managed to assist me with my query, other than that it was a middle finger to speak to other department to have access to my own money. I have been an FNB customer since the first time I opened a bank account but they are becoming too painful to use. All I had to do today was make a payment to a new beneficiary, but since my new phone was not "verified", I did not receive the prompts through the app to complete the payment. Even though I can log into the app and see that the device is registered. I was told to go get my old phone, verify the new phone, or make regular payments on the new phone or make a payment of R301 or more. What the hell. Why can't I just pay using online banking and receive an OTP, which is so much easier, why tie payments into an app, that has so much restrictions. Why can't my special team of bankers help me activate my new phone. What a painful and frustrating process.