Crazy user unfriendly computer system

The new computer system is ridiculously customer unfriendly. Even staff complain about it. Why can one no longer go into a store and ask for one's balance to be checked? Instead, one is given a number to call. I'm so over this paranoia of "creating a safe experience for customers". If that is the main concern, please do it in a way that is more user friendly. Please don't fix what ain't broken.