Bad service at Fourways mall branch

My husband re opened his account with this bank in March, they gave him an "emergency card" and they never bothered to tell him that he has to order his new card. He went to the bank to get assistance with the app and they did everything else(updating his info and ordering the card) but registering the app. Few days later he gets called to come back to the branch because his info was not captured on the system. Yesterday he tries transacting on the app since they said the app is fine and it said he needs to VISIT THE BRANCH for the app. Later tried withdrawing with his "emergency card" and it was also not working. He spoke to his banker for more than 30 minutes, but the banker ended up saying he must go back to the branch. The inconvenience that this had caused us!!!!