Poor service and not delivering on promises

I've been attempting to change my cheque account to a transactional savings account to no avail. When I call their line, I'm sent from pillar to post (the different phone numbers and options to select that the consultants gave me led back to the same department that says they can't help), with a lot of holding in between. The last call I made was 35 minutes with no assistance. A consultant eventually called me back and said I had to pay a certain amount for the change to get completed and we agreed that she could call me back the next day once the fund reflected. I paid but nobody called the next day and now I owe the bank again because the funds I deposited have been used for more charges. When I call back it's the same cycle of getting transferred from one department to another and promises of a call back but not being called. It would be better if such tedious tasks could be logged on the banking app instead of wasting our time and energy.