Frustating episode

I uninstalled my banking app and sometime install it again. All my info was correct but i used the wrong pin nr/s and was then blocked. On the 14th of Oct I went to the Brackenfell branch. It is a smart branch and would have expected their people to be smart as well. Although, the woman who was suppose to help was, as if, a teller sitting behind a glass counter. From both sides was it difficult to hear and understand each other. She asked my id, i had to show my thumb fingerprint, gave her my profille nr. But still couldn't she solve the problem. I then lost my patience and quit the enquiry. Afterwards I again tried the uninstall and install the app. This time was everything correct but when I login I get the message : "the profile can't be used right now". If the app could show me that straight away why couldn't the woman tell me that and explain what the problem is?