Garanti BBVA Blocked My SIM and I Cannot Access Mobile Banking App

I changed my operator and the day I changed it my phone broke down and I took it to service. When my phone arrived it came with a reset. Then I downloaded the Garanti BBVA banking application and when I wanted to log in I received an SMS saying that my sim card was blocked and that I could remove it from the application. Then I did the transactions. Face reading also does not read my face. When I call customer services they say that they are sending a notification to the device but the device does not receive a notification. I tried it from an ATM and there is an e-government approved text there and it says the phone number verified with the identity. When doing this transaction in e-government, it says that the identity reading with NFC was unsuccessful. In short, I could not find a solution. Can you please help?