Warning to everyone who wants to use an online account/money app

Warning to everyone who is seeing all these Nedbank online/Nedbank money app adverts: if you ever type your password incorrectly and lock yourself out of your account, they have no facilities to fix the issue.

I phoned the call centre on Thursday the 14th, Friday the 15th, Monday the 18th in the morning, visited the branch in person on Monday the 18th, and called again on the evening of Monday the evening of the 18th. At this point, they have been utterly uncaring, do not seem to understand their own systems, and have failed to get me back in to my online account or app.

I have had conflicting stories: 1) It's a system issue - wait it out. I waited over the weekend and phoned again, and they confirmed no, I must go into the branch and get a pin. 2) I went in to the branch and got a pin. They told me I could use the pin to reset my account. I attempted to use the pin as guided, and it gave me access to an old version of their site, but the modern site and my app remained locked.

The consultants see that it's not working, and give up. It's like they genuinely do not care at all about finding out what the issue is and fixing it. The one from Friday promised me an email that day, and we are now at Monday evening with nothing in my inbox. I cannot use the money app they have advertised so extensively because I am simply locked out. Broken IT, and consultants who do not care.