Query not resolved since December

on the 19th of December I went to Standard Bank Clearwater to sort out a Query I had with my Online Banking App on my cellphone. I spent 2 hours in the branch on the phone with their customer service helpline to try sort this matter out. i was advised that this matter will be fixed by the 30th of December. this matter is STILL not resolved and I am still unable to use the new internet banking or use the app for my cell phone. i received an email on December 29th with a card number. IT DOES NOT WORK!!! the system tells me the card number is too short and i am unable to go any further. i am sick and tired of battling like this. i want this fixed ASAP i am sick of battling like this.