Bad customer service

I have changed mobile devices and I downloaded the standard bank app, I entered the mobile banking app pin incorrectly 3 times, now I am trying to have it reset. I called the call center, 1st attempt I was told it can only be done at the branch, I went to the standard bank branch in bloemfontein and was told that it can not only be done at the branch but via telephone as well. I called the call center again and was told the telephonic digital space department can do it via telephone and I was transferred to the digital department but before the guy transferredmy call i asked for a number for digital he gave me the same number as the call centre number and said i should select option 2 than option 3, the lady who answered my call after waiting on the phone for half an hour, had a bad line and couldn't hear me, her response was due to no verbal contact your call will be ended. I called the same number again selected option 2 than option 3, waited 45 minutes to speak to a consultant I explained to him that I need to reset my mobile banking pin that is blocked and that I had called and was transferred to degital department and he told me very rudely that he is from the digital department and their not able to assist.

What irritates me is the fact that the previous consultant was able to assist me by transferring my call to the department that would be able to assist me but another consultant does not have this information are these call center consultants not trained for the same thing?

Standard bank needs to upgrade their customer service specially for telephonic consultants cause some of them clearly don't know what their doing. Why do you need to go into the branch for everything?