Please just decide what your process is and make sure everyone in the business kows it

Not Nedbank itself but Nedbank Connect. Having been subject to my cell phone being pickpocketed, I report the theft to Nedbank Connect. I am told that I need to be authenticated and they will send a message to my phone - no you cant its ******. Then can you access the app - no its on my phone that was ******. OK go to the branch with a list of documentation. So today I go to the branch, no they say only Nedbank Connect call centre can reissue you with a SIM so phone Nedbank Connect again. So I leave the branch drive back and phone Nedbank Connect - no they cant help me because they cant authenticate me - I have to go back to the branch and they must call Nedbank Connect and authenticate me when I am there. So i asked if they could phone the branch to make sure they knew what to do when I go tomorrow - i was pretty cross by now, but either the call dropped or the phone was put down on me so here we are