Unfair business practise

I have a home loan with FNB. I called to apply for a payment relief and was told I need to do it on their app; even on someone else'; or visit a branch. So I visited a branch and the ladies I spoke to had no clue what I was talking about. I had to beg one of them to help me.

A week later I received an sms saying there is a response for me and it is accessible on the app or website. Because i do not have the app and do not want it because i do not want a fnb transactional account, i decided to call fnb and find out how i can get the response.

I was told that I cannot get the response if I don't have an app, which means I must open a transactional account with fnb with monthly bank charges. I find this very unfair because I know if I go to fnb now to apply for a loan I will get it without a transactional account. Why is the transactional account compulsory when fnb has to do something me and when they get something from me it is not?

I DON'T WANT A TRANSACTIONAL ACCOUNT WITH FNB. Why didn't they make it compulsory at the submission of the loan application??