Call centre on hold waiting for answer

I am trying to create a new beneficiary on internet banking; there seems to be a new extra step to verify accounts with ID numbers for individual accounts and co reg numbers for business accounts. After many attempts, I still cannot create a new individual beneficiary. Yesterday at 4pm tried to call the call centre > internet banking > English, told call centre is busy, average wait time is 5 mins. I gave up after 17 minutes 33 seconds. Tried again today to create new beneficiary to no avail - "not verified" - tried the call centre again earlier this pm, told 5 minutes delay,. I just gave up. You need more English call centre agents. And I've given up trying to create the new beneficiary, going to investigate moving banks.