Most Un-innovative bank in the world!

How does FNB win an award for being the most innovative bank in the world if they keep inventing new ways of being UNHELPFUL and inconvenient to the clients??? I've been to the Boulders branch twice to get my bank statement and both times I left without assistance. The 1st time I waited at the self-service desk for 30mins to get my OTP and it wouldn't come through so I asked the host if there was any other way I could get my statement without queuing again and paying R16 for a statement, he dismissed me and asked the next few people after me how he could help them. Not having the time to argue with him for attention, I walked away. I went back today and was prepared to pay the charge so I waited 42 mins in the queue just to be told that I cant get the statement because I don't have my ID? Why do you have biometrics? Why do you issue me a card an pin if I cannot use that to retrieve my statement? I've been with Capitec for 6 yrs and never have they asked me for my ID to retrieve my bank statement. Why can I withdraw money without my card yet I cant get a mere piece of paper without an ID. FNB is working backwards! It's a stupid policy because you email people statements with no ID.