Claims innovation but wants old ways of work!

I app**** for a consolidation loan last week. Heard nothing. Tried again on Tuesday and received a pre-agreement, with an sms that followed requesting my pay slips. Two days later I hear nothing, so I decide to call the call centre. A lady by the name of Zintle tells me I need to submit a proof of residence at a branch??? No communication whatsoever and I just go to a branch amid a high Covid infection rate? Called back as the call cut, and no one can help me!! Fnb - you were meant to be leading the way with innovation but still require me to go into a branch?? Please can someone help me finalise this urgently please….