Bank refused to open an account

A month ago I called in Bidvest Bank for a personal Bank account, however I was told I should send an email with my supporting documents and they will assist with opening an account. To my disappointment I've sent an email from my personal email( ***)with the request however I was told they no longer can assist me. I don't use a smartphone but im able to access internet on my laptop. so why is it so hard for me to have an account with the bank.

I'm really disappointed with your services 😕