Jammu & Kashmir Bank / J&k Bank — mpay not working

Address:

Gujjar Colony Channi Himmat, 180015

My sb account is in gdct branch of j&k bank in jammu.

It's been more than 6 months. I'm trying to use mpay in my android but
After installing the mpay app on my android device and putting in all the necessary credentials like card no, pin etc. The message which is displayed everytime reads as "customer id is already register for mobile banking. Kindly contact bank for further details". As i am out of state for my study purposes, i couldnt personally visit the bank branch. Kindly provide the solution for the same.
I have contacted the bank a number of times and they say problem will be solved within 2 hours. But it's been more than 6 months and problem is not solve