no customer servce at all

i wanted to go onto my banking app since I swapped phones but I cant remember my username that I created - so I phoned in to try and get my username - phone picked up by someone who sounds like they are busy dying on the inside with no enthusiasm at all just to take all of my details and then tell me no he cant tell me that information I must go in to the store - what's the point of a client care call centre then anyway and why take my details if you cant help anyway ????????