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Yeah, happened to me. I tried to go to one of the bank locations but they not so subtly told me to fuck off and call their customer service instead if for some reason I couldn't use the 'in-app help menu'. The entire concept of me losing access to it seemed alien to them, as it I was born into the app or some shit, idk how much they pay those ghouls to stand there and gaslight folks like that but I sure hope it's a lot.
To restore it I had to call them and turned out I needed to know some kind of extra hidden secret "telephone banking" password after fighting past 10 people who could barely speak English. I didn't know it ofc and like an hour later I was able to prove who I was.