Poor service from Nedbank and their ***** department

On the 14th of June I received two messages from Nedbank informing me that my ID was suspended and sms services deactivated. I tried to use money app and it wasn't working. I then contacted East gate mall branch and I was told that ***** happened in my account and ***** department needed to be contacted. I phoned ***** department and launched a complaint. Avi from ***** department said I could apply for an immediate card at the branch and give them new cell phone number. The branch refused to add new number saying it was still early to do that. They said I could activate my app and also add a new number after two days. On the 25th of June I contacted ***** department again and asked if I could go ahead and activate the app. The lady whom I spoke to said I could go to any branch anytime and activate the app. I went to Jane Furse branch the following day, the branch was being renovated and there were Nedbank staff in the gazebo outside. They couldn't help me and referred me to Burgersfort branch which is 75 km from Jane furse. I went there the following day and I was told an email needed to be sent to ***** department so they could give them permission to my profile. I waited there for three hours and ***** department never responded. Nedbank personnel took my number and said she would call me the moment she got response from ***** department. That was on the 27th of June. I waited for the call until I called her yesterday to check if the response was sent and the answer was no. How long will it take them to respond to a mere email? The whole year? I can't use the app and don't know what is happening in my account. I'm a busy person and don't have time for these ups and downs. I wish they could fix this mess asap. I'm tired of this bank and their *********** staff 😒.