Poor security processes at Standard bank

I requested a settlement letter for a personal loan and was given the run around obtaining it . By the time i got it, the other process i was busy with and needed it for has expired resulting in new issues again. The issue with the letter was they wanted to confirm my identity by asking me questions, this is all fine as all place do this to prevent ***** but the problem is that their questions were asking for info instead of confirmations ie yes no answers which is not good security practice as it can be used as fishing. Explained this and eventually a manager who phoned me back and i explained the problem. Giving up on this in prinsipale i got my letter eventually only to find that it was encrypted, requiring me to download decryption software which i could not do since i was utilizing my Email via my phone and not a computer. Again after explaining their inadequate process to them i got my letter just password protected. While on the other hand they do send you bank statements with no security on them. All this as a prestige account holder