why cant nedbank teach their staff and make the registration process easier for their app

my issue is with the money app and internet banking registering process, its been asking me for profile number, and the only place you can get that is at the branch, so when i went to the branch, the lady that assisted me gave me a profile number and temporary pin, and told me i must go on the site and insert the details and it will direct me to setting a new password and completing the registration process. after failing to do so, i called the call centre and there they instructed me that i have to go back to the branch and they need to reset my password as well... im fed up of the up and down