Unable to change clients email address through the contact center

Standard Bank Home Loan is unable to change clients email address through their contact center. Clients have to go to a branch and risk getting infected with Covid-19 inorder for something as simple as an email address to be changed. Their process allows for security checks which they ask clients a whole lot of questions to verify if they are speaking to the right person. Once verified then why can't i change my email, phone and other simple personal details.

I spoke Grace on the 03 June 2021 at 12:05 who told me she is unable to change my email address. I asked to speak to a team lead and was directed to Mpho who was mis-understanding my issue. All Mpho was doing was explaining the current process.. All i want is for Standard bank to Adapt to a changing environment. i should not have to go to the branch just to change an email address. what kind of service is that. To me that shows mediocre services provided by the bank. other banks have been able to allow changing of email addresses why can't standard bank do the same.