Nedbank Money App

I am a 3 month old Nedbank client and received great service when I opened my credit card account at Kenilworth branch in Cape Town. Upon collecting my cards (amex & master) a helpful teller assisted me with activating my cellphone banking using the money app. It's now three months later and suddenly the app stopped working, I waited a few days then called the helpline, about 5 agents assisted me with trying to re install the app and get it working, to no avail. I was advised to go to the branch, so I went into the Plumsted branch twice, first time they tried to install the app and nothing worked, then after getting the app to work with a call centre agent I went back into the branch as the call centre advised the limits would now be set to zero because my entire profile was reset. The branch then said to me no, everything on their side was fine, however my beneficiaries and limits still couldn't be changed. Again I didn't give up and went into Canal Walk Nedbank this morning, spending about a hour there and being helped by a nice gentleman who was on the line with the call centre again, they took my app version number and certid and told me they would get back to me. Why can I not get the assistance I need? I would just like someone to take me seriously as a client and give me some resolution. Or do I have to spend more days in the bank?