Banking app problems

My mom has been getting the run around on the banking app for weeks now and still the problem has not yet been solved. The first issue was that she used her old card to register for the app so we called call centre and they told us to go to the branch and we removed that other card, at the branch they told us we need to call call centre to activate new card and after >20 minutes on the phone the lady said the problem was solved however when we checked the app it wasn’t working so the lady told us to try the following day, the following day we tried to use the app and still nothing. We then called the call centre for some assistance and the lady said sorry for your inconvenience I’ll solve your problem and for a second it looked like she did cause we could access the app however she can’t make payments, buy airtime or add beneficieries as nothing works except logging in. How many times must one contact Standard bank to get one problem solved cause basically she can’t use her money unless she goes to the ATM.