WHY DO YOU MAKE YOUR CLIENTS JUMP THROUGH SO MANY HOOPS?

Why do I need to go into a branch to register for online banking or to use the app. This isn't an issue with my Std B, Absa or Capitec bank. Also when I called in you ask silly security questions like whats the account number of the bank that your debt order goes off. Not everyone would have this off hand. I had to log into my STD B online banking first to check. Then I get told that I can only have home loan statement every 6 month. WHY?. The I get sent a transaction history statement that doesn't make any real sense. Then I get told again to go to the branch. Why are you making me see my statement so HARD! We are living in extreme hard times and you are forcing people to go to the branch unnecessarily. Then I ask to log a complaint and the lady said I need to send an email. WHY DO YOU MAKE YOUR CLIENTS JUMP THROUGH SO MANY HOOPS? I spoke to BRENDA MKHWA****