Unrealistic Request

Hi there. I lodged a complaint on Discovery comlaint website, but no one has come back to me. Firstly the reason I joined Discovery is for the great service and ease of business. I called your call centre yesterday for a simple request- I need to change my debit order to my private one as I no longer work at the company who paid it for me. I was asked to complete a 2 paged document and get a bank statement!!! Can someone please explain to me why of earth this is necessary? I will complete the form (even though I still don't see why I can't just request this on email). I don't have time to stand in a bank queue for a bank statement! Why in the world do you need to see my bank statement??? I find this absolutely ridiculous.

Yours in great disappointment

Samantha