Some banks here can be a real pain in the neck sometimes. In many cases its the language barrier, or being fobbed off with any kind of excuse because either they can't be bothered or don't know.
As to updating passports, my original passport number of over 20 years ago is still required for some transactions within the bank KTB, usually when requesting the Immi letter and/or a new passbook. Why a passbook is required is beyond me, as in the UK they went out with button boots/the old Post Office savings A/C. A bank statement of the past 12 months or more can be requested via the App. But,TIT.