Useless call center and internet system AGAIN!!

How can it be that some persons working for this bank can make you leave the branch very satisfied and then their on-line systems make you so upset and dissatisfied!!! Firstly their app is not very nice if you want to make payments for the first time to one of their listed businesses which means you have to call their call center to find out what do you need to enter where and the persons I spoke to today was very helpful, thank you to them. Problem is I made the payments and received the sms notifications, but NO email POP. So I phoned them late this afternoon and done what they said, but still no emails, even though I phoned twice. Now they want to tell me I must send an email to some department, but in both instances, before I could get more info, my call was cut off. How on earth does things like this happen with a big company (supposedly??) and then their call center is even worse. I am not even certain that the businesses received their emails POP if I didn't receive mine and how must I send it to them if I don't receive mine??