Reminds me of the first days of BankID here in Norway. To get my new BankID to work with my current bank, I had to log in with, you guessed it, a BankID allready configured to my bank. Took a few weeks talking to the bank, showing up in person and queueing with others with the same problem before the bank realized they’ve made a mistake somewhere
Same happened when the code thingy the bank sent me ran out of batteries. I went to the bank and asked for a new one. Not possible, they said. I had to contact the main branch, and they would send me new one. It would only take one week or so. I had to pay a bill that day, and asked if I could open it to replace the batteries since there was visible screw with ordinary heads. They said that was illegal and hacking, and that I must replace it. On my way home I opened it, and bought the exact same batteries from a shop, and replaced them. Worked perfectly!