Poor online and telephonic experience. Nothing is simpler or faster, never mind better

I tried to query a personal loan over the phone, just to get the status and outstanding balance, since this information is not provided to me. I contacted the SB call centre and was asked authentication questions by the Standard Bank agent. After two attempts, the system apparently rejected the authentication. Some questions referred to events from over 10 years ago. Is it possible that information stored on your system is outdated or inaccurate? I was advised to go to a physical branch for the requested information, I am following the advise from a physical branch - get the requested information from the call centre. This, in my opinion, is a very poor customer service. Now I have to use this forum to contact Standard Bank, because your online facility wouldn't let me communicate.