NEDGROUP - WHAT MORE CAN WE SAY?

I am a member of Nedgroup Med Aid. An email was recently sent to all members inviting them to download the wonderful new app. On our phone or on our laptop. Great! My password did not take on my phone. The same passsword was accepted on my laptop. So I called the toll-free number. I was advised to call for web assistance. *** which I duly did. There are five options. I was told to listen carefully, which I did. I tried all 5 options. None of them worked. My question: Why are we told that this is a wonderful app but we are not told that it does not work?