Internal policies and procedures a fail!

Online application was finally processed after having to request call backs to get direction on the website, as the application directs to a page where you have to either log in or register. I had a loan with African bank more than 10 years ago and settled, and had my previous cell number registered with them on the previous contract...again more than 10 years ago. I could not register nor log in as my cell number could not be linked to my ID number. I was transferred to the service department where they advised that I would have to go into a branch to fix this issue. I explained that it is impossible for me to go to a branch for very reasonable reasons. Again, I was called to complete loan application and was told that it is a telephonic binding contract and the contract was concluded via the call. Consultant then advised everything was completed for loan application, but I would have to go to the branch to have my biometrics done, and again I had to explain that I cannot go to the branch. Consultant then advised that my loan application, which was completed, could be either incomplete or terminated due me not being able to go to a branch. Where is humanity in all of this? What about the terminally ill people who cannot go outside their home, to think of all the people who lives hundreds of kilometres away from a branch, being unable to go to 'the nearest branch' So many unaddressed, unchanged issues within a brand, has me wondering if the bank ever hear of COVID, where many companies HAD to change their internal policies to suite the needs of their market, young and old. Does African bank know that everyone has gone digital and could simplify things with a few changes? Customer centricity is not at focus at all, and all the consultants could not escalate this, as I would think they are trained to be robotic and lay down the laws only.African bank, you've let me down, from where you have started, to now..you have back slided in your internal processes. IF businesses are not customer centric, who then do they cater to? Very disappointed, worried and dissatisfied customer. #treatingcustomersfairly policy does not exist here.