Why did you de-verify my laptop?

I have just wasted 2 hours of my life being shunted around to various assistants on the Secure Chat section of the FNB online banking. All I want is to download my 2025 Tax Certificate onto my laptop. The fifth person who tried to assist me was Khutso, who said that my laptop wasn't verified and that was why I could not download the certificate. He then sent me detailed directions on how to verify my laptop, which I duly did - and I received notification of the verification. In spite of doing the verification I could still not download the Tax Certificate, so I was passed on to Loreanne, Tsholofelo, Nothukelo and finally Florence. Florence said that I needed to pay a minimum amount of R300.01 to get my device verified. I've been doing online banking with FNB for about 12 years or more. I have had the same laptop for about 2 years and I did not give permission for it to be de-verified. I have previously had such great service from FNB, so I'd be sorry to leave them.