Have to go in to branch to change a cellphone number

Even though we are in the midst of a pandemic and are asked to stay home as much as possible we are still required to go into a branch to change something as simple as a cellphone number for OTP's and internet banking? Isn't the purpose of having internet banking so that there is no need to go into a branch? If you can identify us by asking security questions for other reasons, why can't you identify a person and change something as simple as the number you have on file over the phone?