When I got locked out of my mobile banking app, I got a security code in email to reset the app or something, but it didn't work. Then, I've called my customer

When I got locked out of my mobile banking app, I got a security code in email to reset the app or something, but it didn't work. Then, I've called my customer representative for help, who promptly asked me to tell her the security code in the email so that she can reset the app. Yet, the email, in bold letters, said to never divulge the code to anybody, including the bank personnel...