Appalling service - FNB Private client -

I called FNB Homeloans to request a copy of my title deed. I was referred to Private Banking. The agent (Noziwe) at Private Banking confirmed that I need to be verified either via my FNB bank card or FNB banking app, of which I do not have any one due to the fact that I have moved my business from FNB due to service experienced. The consultants then requested me to go to the branch to be verified. I do not understand why I cannot be verified by any other means - FNB is literally forcing me to either open an account or to use their app - and I DO NOT WANT IT. The bank should provide for other means of authentication. Private banking should be easy and not add to frustration. With FNB I need to sit in a call centre que for 20 min and then still cannot be helped. I am a Nedbank Private banking client and has NEVER experienced this type of bad service from them. It is convenient and the service is always of the best and this is what I expect from private banking - Not calling a call centre, not being able the be helped when eventually answered and not being referred to the branch. The call centre agent didn't even want to provide me with an email address where I could send the request for a copy of my title deed, yet every quarter FNB email me my bond statement (and the email address *** are not working - I tried sending an email prior calling home loans) I now know again why I have moved my day to day accounts from FNB - your lack of service is shocking