FNB Brackenhurst outdated with modern technologies and rude staff

How can an upgraded top notch bank be so outdated with modern technologies We tried to do a simple change of address but because I made a hand written note on my levy statement Then you go to the competition Capitec and Nedbank and they except it as it is Then you take that proof and go back to FNB for change of address purposes Why should the lady from FNB so rude and unhelpful in the first place