Shocking non-sensical bankin processes

Switching phone, but wont let me make payments from my banking app. So how rediculous is this - to login new device, I enter card, pin, then verify via otp to email. I can buy electricity, move money around accounts, but can make a payment - gives me a number for ***** and Lost cards, then when I dont pick an option, because none are related - voice says I am lost and not making any selections. 2 calls later, to be taken to the stupid digime face scan software that keeps failing - completely useless. On the website, says my device is linked????? So in summary, used email, phone number, id, card and correct pin, can move money around, buy electricity - but no payments. Now after 20 plus years as a prestige banker, I get told I need to go to a F***** banch! Shocking - does anyone at standard bank ever test these processes???????