terrible products, and backup service

I have been using the Nedbank app for years. suddenly I cannot do any transactions. I spoke to a telephone consultant, and according to them they fixed it. Today when I tried adding a beneficiary, it will not allow it. I explained to the person on the other side, and she kept me on hold for almost 10 minutes. then only to tell she cant do anything, and I must speak to a consultant. so hang on again. then only to be told that the issue was not fixed, and I have to go to the bank to get it fixed. I have a very busy business, and do not have time to go stand in cues to fix something that shouldn't be broken in the first place. Why do things just all of a sudden stop working after how many years of no problems, and why can they just not help a person over the phone??