Apps

I have always credited bank staff with a modicum of intelligence but that changed today.
I have forgotten my PIN number and wanted to request a new one to be sent out. So I told them this. After queuing for the counter I was taken to the machine where the lady ( chewing gum so I use that description only out of respect) took my card put it in to the machine and asked me to put my pin in. Do I not speak English? How simple do I have to make this?
Qued up again. Requested a new pin to be told that I would have to download the app and then I would be able to look up my old one. I don’t want the app. She insisted l should have it. I don’t want it. After a lengthy conversation she reluctantly agreed to post one out because she could see I was starting to fizz.