Not always true! Less than a month ago I needed to login to my Wells Fargo account. Unbeknownst to me, they had been doing some 'upgrades' and there were some glitches. After a frustrating period, I decide I'd just go to the physical branch 1/4 mile from my house and get this fixed!
On site, the bank personnel have access to exactly the same system that I did. (At least they knew there were glitches and sorta how to work around them.) I had two accounts, one for a credit card that I rarely used and my mortgage. Turns out, if you have a credit card then the new system requires a piece of information only found on the physical card - the onsite employees couldn't get around and neither could their call-in tech support!!!!
Point is - for log-in purposes - don't assume going to a physical branch will be any more helpful!
Since I didn't have the credit card with me ('cause rarely used) I canceled the rarely used credit card and was able to login shortly thereafter.