Poor service and miss interpretation of POPIA act.

Today on the 8/02/2024

I was in branch in Silverton Pretoria to get my home loan certificate, but I I was told by the consultant that they are unable to print statements for home loans. Then I asked him to call the home loans department indeed he did that. I The my call was answeard by Dean Shaik, and I then I asked that will they be able to send me or mail me my home loan statement he said no, I must register on the app or online. Then I told him that I don't need to register and also don't need the app becouse I don't bank with them I only have the home loan only with them. It's then I asked to talk to his supervisor, and I he transfered me to the supervisor by the name if Tebogo Mawela, also Tebogo told me the same thing he said it's becouse of the POPIA act. I was shocked becouse the verified me on the bank and they also had my I. D. I don't understand that how can I have an app just for statement something that can be mailed to me or printed on A one A4 paper. I Or maybe it's a new way of saving Stationery or what. Please assist me as I need my statement, and I and I never missed even a single month on my home loan. I also pay the admin fee why is it difficult to get my stetment. Please assist before I can escalate this matter to other relevant bodies.