Why does ABSA make it difficult to bank with them?

My son is getting sms' from ABSA stating his silver bank account student status is going to change as he is no longer entitled to the benefit. He is still a student at university. I have spent hours on the phone trying to find out where I can email his proof of university student registration. I keep getting told I need to come into the branch. The ABSA Eastgate branch always has very long queues and I am NOT prepared to stand in those queues or let my son stand in those lengthy queues. In the age of technology and in the interests of protecting all from exposure to the Covid virus WHY can this document not be emailed to ABSA branch? On speaking to the ABSA branch I am referred to the ABSA Call Centre - when I speak to the call centre they refer me to the branch?