Needless Complications for a Simple Adjustment

I am currently in quarantine since I am leaving the country mid December and am unable to go to a branch. All I want to do is receive my OTP's via e-mail instead of SMS.

They go through the most obscure line of "security" questions and make the entire process needlessly complicated. Most of questions have terms or businesses I have never heard of so the whole thing is designed to fail.

They have had all my details on record for years now. It's a simple change which I have been able to do with multiply other entities but somehow FNB refuses to help me out.