Standard bank app

All I want to do is unblock my profile so I can access my banking app. On Friday I called standard bank, they advised that they can't help me and I had to be transferred to their IT department. I held for an hour trying to get through to that dptmt with no luck. Saturday morning I went to the branch at Maponya mall, 7:30 I was queuing. When they opened at 8:30 they told me someone from It had to help me. A lady by the name of Kagiso was assisting me, she was helpful but dropped the ball in the end. We called the IT people, they did not answer. She advised that there is a lady who works at a branch who deals with such who will help me, as soon as she comes in she will call me. She even gave me her number. I called to check if the lady is in yet as it was nearing time for them to close. She said the lady is in, I must hang up and they will call me of which they never did. If the standard bank staff can't get hold of their IT department, what chance do we have? And if the branch can't even help, where do we need to go?