They refuse to assist me with urgent internet banking

I have done internet banking ever since I can remember and today trying to do a really urgent payment to an old beneficiary it would not allow me to do so. After sitting on the phone with them for around 45 minutes no one was able to help me and just told me to link my device to your profile on the app. I do not have an app and I DO NOT want an app on my cell phone I just want to do plain internet banking on my PC. If this is how they treat their old customers and are not willing to help with an urgent payment well then I will just have to change banks. I still haven't done the payment as non of their staff were willing to assist me and kept shunting me from one person to another.