UNABLE TO ASSIST CURRENT CUSTOMER

I am trying to refinance the residual value on my car , did this online but i received a document that i need to commit to which is obtaining bank statements on my behalf , called the call center and spoke to Nelly and didnt receive much assistance or direction from her and yet i have been a loyal customer for over 7 years and not once did i miss any payments you are more than welcome to check my profile, i asked to speak to Nelly;s manager Nelly advised as usual her manager is in Meeting is this how loyal customers are treated? Why should i provide bank statements for finance i have done finance apps last week and this was not a requirement i am not conformable with sending this info out further more i am an existing customer.