Same thing in Australia. Have to visit the branch for simple tasks that should be doable over the phone. Plus the branches are often busy and close early.

I recently got married and my wife changed her surname to my surname. The process of updating this was quite a pain for most Australian banks (even when she was just an additional card holder on a credit card).

However, for American Express card, this process was extremely easy. Phone up, customer service emails, reply back with a copy of marriage certificate, new card in the mail within a few days. Perhaps not 100% secure, but easy. Perhaps they take more processes from the US?