Shocking Standard Bank service and solutions provided

Im at a loss for words honestly. I locked my standard bank app password. in an attempt to reset it, i got an error saying certain details do not match, bearing in mind i have changed my password via the app 2 or 3 months ago without any issue. i called the call centre firstly to receive really below standard telephonic service from Prudence, who could only advise that i either create a complete new profile or she could escalate it and it could be resolved nothing less than 5 -7 days. FIVE DAYS!!!! from the service to the solutions provided i am shocked. why was i firstly able to change my password 2/3 months ago, surely you guys should have that on record. my details all matched then????? Oh and to be put on hold for 7 minutes just holding, and with a TL to also come back with a bit of attitude saying he was busy with another escalation, im not surprised you have so many escalations with the service offered.