Frustrated with customer care and lazy service

Parents phone was ****** which had the Nedbank Money app on it. We called Nedbank on the 18th of June 2025 to have the app blocked. They were told to wait 21 days before re-instating the app. They waited 21 days and went to the bank yesterday and were told everything is fine on their system and they're not sure why the app is not working. They sent my parents home to call a toll free number to have the app sorted. The number was called and we were told to wait 24 hours. 24 hours went by and app still not working. Parents went into the bank again and were turned away. They asked if they can't access the app can't they do a withdrawal from their investment to their bank account via the teller as one would if they didn't have the application. They were told no even though my mom is there in person with her ID for verification purposes.