Branch team needs more training

I have nothing but good words for the online Nedbank Chat, they have honestly tried to help me to the best of their abilitiy.

But I have been to 2 branches in the last 2 weeks to get my online banking profile reactivated, and both times I have been issued with a temp pin, and told to go home and complete the steps on Nedbank online banking. I now have to go back for a third time, as the whole process can only be done within the branch.

How do 2 branches (Grove and Brooklyn in Pretoria) not a have a clue on how to help?