NO ASSISTANCE FROM FNB CALL CENTRE

Yet again, I called FNB today ***, I'm looking for a settlement quotation for my loan. I do not have the app, and i was told i cannot be verified without it, i have to go to the branch. what utter nonsense is this!!!! I am trying to pay your damn loan. I passed the verification questions!!!! your Bank lacks client centricity, the worst mistake i made was getting a loan from you.