FNB Account Private Banker

On 04/08/2022 I requested information to change my bank account from my private banker. I received feedback on 05/08/2022 and on the same day instructed that they please proceed with the amendments to my account. I have had to follow up continuously regarding the progress. Today I received a call and was notified that I have to verify my details via push notification on the app in order for them to make the amendments to my account. I told the consultant that I will not authorize the mandate via push notification as I do not trust this process and do not feel that is a secure authentication method. I was allowed to amend my credit card by signing an actual agreement via PDF. I queried this with my private banker and was notified that they can not assist me with amendments to my current account as they require the push app authorization. Why do you give clients private bankers if they are unable to assist you with making amendments to your account and they tell you to visit a physical branch? Why does it take two weeks before you actually action the request and lastly why am I allowed to amend my credit card details by signing a PDF agreement, but you do not allow the same for my current account?