Useless Customer Service

Been trying to assist my Gran with setting up internet banking and the app. They tried before and it wouldn't work. Branch is of no help. Technical, you hold forever, apparently only 2 people work there. Very bad service, have to hold forever just to get cut off. And still they can't resolve. So apparently once you tried registering and made a mistake, that is it, you can never fix it and use the app or internet banking again. I get security etc, but once you in the branch and have all the info and confirmed the id of the person in front of you, and you still can't fix it. Not acceptable